An exploratory study of CRM implementation in Taiwan's banking industry
by Cho-Pu Lin, Yann-Haur Huang, Chien-Ting Chen, Hsing-Yun Chang
International Journal of Business Innovation and Research (IJBIR), Vol. 4, No. 1/2, 2010

Abstract: The research done with the present study has uncovered a number of factors which can be used to guide companies for a successful CRM implementation. These factors include discovering customers' needs, keeping employee's longevity, maintaining employee's morale, conducting a decision support system, customising CRM functions/modules and empowering employees with decision-making. If the major goal of implementing a CRM system is to improve operational efficiency, the management in Taiwan's banking industry should then emphasise three of these factors: conducting a decision support system, discovering customer's needs and customising CRM functions/modules.

Online publication date: Mon, 30-Nov-2009

The full text of this article is only available to individual subscribers or to users at subscribing institutions.

 
Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.

Pay per view:
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.

Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Business Innovation and Research (IJBIR):
Login with your Inderscience username and password:

    Username:        Password:         

Forgotten your password?


Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.

If you still need assistance, please email subs@inderscience.com