A roadmap for CRM success: in light of the technology CSFS

The primary objective of this paper is to develop a conceptual framework that depicts the impact of technology related critical success factors (CSFs) on customer relationship management (CRM) success, namely, customer satisfaction. This paper uses a qualitative methodology that comprises of a compr...

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Main Authors:	Jan, Muhammad Tahir, Omar, Azura, Zain, Osman M., Abdullah, Kalthom
Format:	Article
Language:	English
Published:	JM Publishers 2011
Subjects:	HF5001 Business. Business Administration HF5410 Marketing. Distribution of products
Online Access:	http://irep.iium.edu.my/34967/ http://irep.iium.edu.my/34967/ http://irep.iium.edu.my/34967/1/A_roadmap_for_CRM_success_-_In_light_of_technology_CSFs.pdf

id	iium-34967
recordtype	eprints
spelling	iium-349672014-02-05T07:06:35Z http://irep.iium.edu.my/34967/ A roadmap for CRM success: in light of the technology CSFS Jan, Muhammad Tahir Omar, Azura Zain, Osman M. Abdullah, Kalthom HF5001 Business. Business Administration HF5410 Marketing. Distribution of products The primary objective of this paper is to develop a conceptual framework that depicts the impact of technology related critical success factors (CSFs) on customer relationship management (CRM) success, namely, customer satisfaction. This paper uses a qualitative methodology that comprises of a comprehensive literature review of academic researches. Evidences from the extant literatures have suggested that four main technology CSFs; sales force automation, data warehousing & data mining, the internet, and call centres will positively affect customer satisfaction. It is also revealed that trust and privacy play the role as mediating variables between technology CSFs and CRM success. Given that this paper is a conceptual paper, there is need to embark on empirical data gathering to validate the conceptual model presented. The paper suggest that in order to satisfy the customers and make the CRM strategy work effectively, there is a need for the organisations to consider the technology CSFs because it works as an enabler of the whole CRM process. This paper primarily conceptualise a model that would assist in determining the impacts of technology CSFs on CRM success. It generally provides the organisations with CRM focus, by complementing recent works that have been conducted on the role of technology CSFs in achieving CRM success. It concluded by proposing a model for future testing. JM Publishers 2011 Article PeerReviewed application/pdf en http://irep.iium.edu.my/34967/1/A_roadmap_for_CRM_success_-_In_light_of_technology_CSFs.pdf Jan, Muhammad Tahir and Omar, Azura and Zain, Osman M. and Abdullah, Kalthom (2011) A roadmap for CRM success: in light of the technology CSFS. JM International Journal of Marketing Management (JMIJMM), 1 (3). pp. 181-192. ISSN 2230-701x http://www.jmijitm.com/table.php?mm
repository_type	Digital Repository
institution_category	Local University
institution	International Islamic University Malaysia
building	IIUM Repository
collection	Online Access
language	English
topic	HF5001 Business. Business Administration HF5410 Marketing. Distribution of products
spellingShingle	HF5001 Business. Business Administration HF5410 Marketing. Distribution of products Jan, Muhammad Tahir Omar, Azura Zain, Osman M. Abdullah, Kalthom A roadmap for CRM success: in light of the technology CSFS
description	The primary objective of this paper is to develop a conceptual framework that depicts the impact of technology related critical success factors (CSFs) on customer relationship management (CRM) success, namely, customer satisfaction. This paper uses a qualitative methodology that comprises of a comprehensive literature review of academic researches. Evidences from the extant literatures have suggested that four main technology CSFs; sales force automation, data warehousing & data mining, the internet, and call centres will positively affect customer satisfaction. It is also revealed that trust and privacy play the role as mediating variables between technology CSFs and CRM success. Given that this paper is a conceptual paper, there is need to embark on empirical data gathering to validate the conceptual model presented. The paper suggest that in order to satisfy the customers and make the CRM strategy work effectively, there is a need for the organisations to consider the technology CSFs because it works as an enabler of the whole CRM process. This paper primarily conceptualise a model that would assist in determining the impacts of technology CSFs on CRM success. It generally provides the organisations with CRM focus, by complementing recent works that have been conducted on the role of technology CSFs in achieving CRM success. It concluded by proposing a model for future testing.
format	Article
author	Jan, Muhammad Tahir Omar, Azura Zain, Osman M. Abdullah, Kalthom
author_facet	Jan, Muhammad Tahir Omar, Azura Zain, Osman M. Abdullah, Kalthom
author_sort	Jan, Muhammad Tahir
title	A roadmap for CRM success: in light of the technology CSFS
title_short	A roadmap for CRM success: in light of the technology CSFS
title_full	A roadmap for CRM success: in light of the technology CSFS
title_fullStr	A roadmap for CRM success: in light of the technology CSFS
title_full_unstemmed	A roadmap for CRM success: in light of the technology CSFS
title_sort	roadmap for crm success: in light of the technology csfs
publisher	JM Publishers
publishDate	2011
url	http://irep.iium.edu.my/34967/ http://irep.iium.edu.my/34967/ http://irep.iium.edu.my/34967/1/A_roadmap_for_CRM_success_-_In_light_of_technology_CSFs.pdf
first_indexed	2023-09-18T20:50:16Z
last_indexed	2023-09-18T20:50:16Z
_version_	1777409947529641984

A roadmap for CRM success: in light of the technology CSFS

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