The Effects of Processing Functions of Customer Relationship Management System on Business Performance ---Take Service Industry as example

• Main Authors: Chuan-Cheng Wang, 王銓成
• Other Authors: Shun-Chin Hsieh
• Format: Others
• Language: zh-TW
• Published: 2004
• Online Access: http://ndltd.ncl.edu.tw/handle/47697903121840733828

碩士 === 淡江大學 === 資訊管理學系 === 92 === Customer Relationship Management (CRM) system are competitive weapon to execute sales, marketing and customer service effectively. This study hope to understand what business performance can be brought by the processing functions of CRM system, and help business develop CRM system combined with organizational characteristic and the requirement of business performance under predetermined strategic goals. . The research is empirical study with survey method. The top 500 companies from service industry and top 100 companies from financial industry are included in the questionnaire survey . 577 questionnaires had been submitted , and then 89 effective samples returned .The return rate is 15.4% The results indicate Telecom industry have the highest building level in operational processing fuction ,and Banking industry is the second .In marketing processing fuction, Telecom industry is the highest , Insurance industry is the second. The contribution of CRM system to business performance is the best for Telecom industry, the second is Banking industry. Customer transaction factor of CRM system is the most positive relation with business performance. And reduced cost factor of business performance have no significant relation with CRM system. Finally, the effect of CRM system to business performance will be affected by Dynamism, Heterogeneity, Formalization, Size and IS maturity of organization characteristic.