| Summary: | 碩士 === 樹德科技大學 === 資訊管理系碩士班 === 99 === In highly competitive environment, businesses are now addressing how to transform their approach to customer management: business needs to understand their customers better, know who are the most profitable customers, and how to best retain those customers. Traditional marketing which bases on a narrow definition is being replaced by a new study of cross-unit, multi-functional marketing which is CRM (Adrian Payne, 2008).
Customer Relationship Management (CRM) was a concept that first made a huge impact on the business world in the 1990’s, with the promise of fundamentally changing the way all businesses - small and large - interacted with their customer. Today, there are many research about CRM, CRM evaluating, CRM implementing…To find factors impacting the effectiveness of CRM Implementation, Serafeimidis (2000) suggested to apply IS success model, especially the success of CRM, is an adequate evaluation method needs to incorporate diverse measures of the different levels of IS success.
The purpose of this study is to gain status and the needs of applying CRM at enterprise in Nam Dinh province and to get factors which impact of CRM implementing. Developing and testing hypotheses by using survey data from 70 enterprises of Nam Dinh province in Viet Nam. This study employed SPSS 13.0 to analyze the collected data to test the relationships among factors and all items require five-point Likert-scale.
The results indicate the positive relationships among factor: Information quality, System quality, Service quality, Use, User Satisfaction and Benefits of E-Learning System.
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