Critical Factors and Benefits in the Implementation of Customer Relationship Management

Chang, Hsin Hsin

doi:10.1080/14783360701239941

Cited by 63 publications

(9 citation statements)

References 32 publications

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“…Table 2.0 also indicates that change management is a major critical success factor in CRM and this means that change management support CRM Strategy success effectively. This was also corroborated by Mohebbi, Shah Hoseini, and Esfidani, (2012) and also confirmed by (Jutla et al, 2005;Eid 2007;Hsin, 2007;Mendoza et al, 2007;Almotairi, 2009) who all ratify that change management is linked to the victory of the CRM Strategy. This means that the local government authorities must take into account and consider change before putting in place CRM Strategy.…”

Section: Strategy Focus and Alignmentsupporting

confidence: 52%

Key Factors in Customer Relationship Management Strategy Success in the Local Government Authorities

Chiguvi¹,

Tadu²,

Ngwenya³

2019

AEF

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The aim of the study was to identify critical success factors in customer relationship management strategy success in the local government authorities in Zimbabwe. A thorough abridgment of the literature was conducted, mainly to understand the nature and structure of local government authorities in Zimbabwe as well as to identify critical success factors in CRM strategy success. A Meta-analysis methodology was employed and explanatory research approach was adopted by means of a survey strategy. 197 questionnaires have been collected from twenty one local government authorities in Zimbabwe. The findings of the study revealed that all of the ten critical success factors are significant and positively linked to CRM strategy success. Furthermore, the statistical tests show that success and failure of CRM strategy success are highly dependent on four major critical success factors including Implementation Approach, Change Management, Metrics and Implementation Strategy. However, process design and Buy-in Approach and Adoption have low significance impact in CRM strategy success in local government authorities in Zimbabwe. The results of the data analysis led to the creation of a framework which outlines the critical success factors in CRM strategy success in local government authorities in Zimbabwe and the CRM implementation Index which need to be followed before implementing the CRM strategy. This study has clearly indicated that customer relationship management forms a powerful strategy that local government authorities should apply to manage long-term relationships with their key stakeholders.

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Section: Strategy Focus and Alignmentsupporting

confidence: 52%

Key Factors in Customer Relationship Management Strategy Success in the Local Government Authorities

Chiguvi¹,

Tadu²,

Ngwenya³

2019

AEF

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“…Relevantly, in measuring the success of CRM system, Ref. [103] evaluated the contributions of the system to the re-engineering of business process, enhancement of customer relationship quality, organizational learning, and general performance of organization. Markedly, among the key criteria of e-CRM success include acquisition, retention, satisfaction, trust, and loyalty of customers, and thus, these criteria have been examined in many studies [104].…”

Section: Success Of Electronic Customer Relationship Management (E-crm)mentioning

confidence: 99%

Evaluating Electronic Customer Relationship Management System Success: The Mediating Role of Customer Satisfaction

et al. 2022

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This study evaluated the relationships among variables in electronic customer relationship management (e-CRM) success. The purpose of this paper is to examine the effect of technological readiness, privacy, COVID-19, customer pressure, trust, level of service quality, and customer satisfaction. Quantitative research methods were applied in examining the causal associations among the primary variables of the study. We used a sample approach called purposive sampling. Data was obtained from 390 completed questionnaires collected from employees, who took part in CRM technology activities, working in Jordanian firms. Data was analyzed via AMOS software version 22, and hypotheses were examined by applying structural equation modelling (SEM). Results revealed that technological readiness, COVID-19, customer pressure, and customer satisfactions had a positive effect on e-CRM success system. Moreover, the study showed that technological readiness, privacy, and level of service quality positively affected customer satisfaction. Additionally, the mediation of customer satisfaction on the association between trust and success of e-CRM system, and also between level of service quality and e-CRM system success, was demonstrated. Practical implications: In practice, this study can help managers and practitioners in implementing e-CRM systems. Moreover, it can drive further empirical studies on the relations among technological readiness, privacy, COVID-19, customer pressure, trust, and level of service quality, besides customer satisfaction. Only few studies had looked into the variables in the success of e-CRM system, in emerging industries of developing countries, specifically, among technological readiness, privacy, COVID-19, customer pressure, trust, level of service quality, and customer satisfaction. These gaps were addressed in this study. The current model is also relatively constrained, so it may be expanded in further studies. For instance, the construct of culture might be incorporated to the model to make it more thorough in its examination of the topic at issue.

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“…Zablah et al (2004) stated that although large amounts of global expenditure are directed toward CRM technology, numerous reports emphasize the prevalence of failure in the CRM projects. Hsin Chang (2007) measured a CRM system’s success through assessing its contributions to overall organizational performance, improvement of customer relationship quality, organizational learning and business process re-engineering. Because customer acquisition, retention, satisfaction and loyalty are so centrally important criteria in E-CRM success, numerous measures relating to these variables can be encountered in various studies.…”

Section: Research Hypotheses and Modelmentioning

confidence: 99%

The impact of trust, privacy and quality of service on the success of E-CRM: the mediating role of customer satisfaction

Dehghanpouri

Soltani

Rostamzadeh

2020

JBIM

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Purpose The purpose of this paper is to examine the effect of trust, privacy, service quality and customer satisfaction on the success of electronic customer relationship management (E-CRM) systems. Design/methodology/approach In this paper, a new model for determining the critical factors in the success of E-CRM systems is presented. The suggested model is verified using partial least squares with structural equation modeling. A questionnaire is designed and collected from 378 taxpayers in East Azerbaijan province of Iran. Findings The outcomes reveal that customer satisfaction is significantly influenced by the perceived quality of service. Customer satisfaction, in turn, is significantly impacted by the trust. Therefore, the quality of service, trust and privacy, through customer satisfaction, significantly affects the success of E-CRM systems. Research limitations/implications The main limitation can be referred to the clients that would not cooperate well as they were avoiding to give much information about the financial issue. Also, the study was conducted only in the context of Iran and a limit sample was utilized. Practical implications The research results help service providers improve E-CRM. Originality/value This study sheds light on identifying the antecedents of trust, privacy and quality of service that affect customer satisfaction; it may contribute to the theoretical framework for customer satisfaction in the context of the E-CRM. The results of the research offer practical implications for marketing managers and practitioners who prepare strategic plans and implement tools to improve the productivity or performance of the E-CRM systems. Moreover, customer satisfaction is related to the success of E-CRM systems as a result of trust, privacy and service quality. This research offers new insights into E-CRM intentions from a taxpayer in Iran.

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Critical Factors and Benefits in the Implementation of Customer Relationship Management

Cited by 63 publications

References 32 publications

Key Factors in Customer Relationship Management Strategy Success in the Local Government Authorities

Key Factors in Customer Relationship Management Strategy Success in the Local Government Authorities

Evaluating Electronic Customer Relationship Management System Success: The Mediating Role of Customer Satisfaction

The impact of trust, privacy and quality of service on the success of E-CRM: the mediating role of customer satisfaction

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