| Summary: | 博士 === 國立雲林科技大學 === 資訊管理系博士班 === 100 === As the rapid developments of the Service as a Software (SaaS) service model of cloud computing, and the importance of CRM for modern organizations, SaaS CRM (or cloud CRM) is more immediately appealing to small and medium-sized businesses that lack resources to invest and own their own hardware and software.
To fully understand information systems, we need to be aware of the broader organization, people, and information technology dimensions of information systems and their power to provide solutions to challenges and problems in the business environment. Consequently, in order to capture the benefits from the investments of information systems, businesses have to deal with behavioral issues as well as technical issues surrounding the evaluation, development, use, and impact of information system initiatives.
This study seeks insight from experienced users of cloud CRM to better understand: What are the critical factors and their dynamics that influence how cloud CRM systems lead to realization of organizational benefits. To this end, this study applies appropriate qualitative methodologies (i.e., MEC, IQA, ISM, DEMATEL) to explore the benefits identification and realization model of Cloud CRM. Major research finding can provide helpful guidance on successful promotion and implementation of cloud CRM.
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