Customer relationship management in Taiwan's banking industry

Cho-Pu Lin, Yann-Haur Huang and Chien-Ting Chen

International Journal of Management and Decision Making, 2009, vol. 10, issue 1/2, 53-68

Abstract: The research done with the present study has uncovered a number of factors which can be used to guide companies for a successful CRM implementation. These factors include discovering customers' needs, keeping employee's longevity, maintaining employee's morale, conducting a decision-support system, customising CRM functions/modules and empowering employees with decision-making. If the major goal of implementing a CRM system is to improve customer satisfaction, the management in Taiwan's banking industry should then emphasise three of these factors: conducting a decision-support system, discovering customer's needs and customising CRM functions/modules.

Keywords: customer relationship management; CRM implementation; Taiwan; banking industry; business strategies; enterprise information systems; decision support systems; DSS; decision making; information technology; customer needs; employee retention; employee morale; CRM customisation; employee empowerment; customer satisfaction; Taiwanese banks. (search for similar items in EconPapers)
Date: 2009
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