Title: The critical success factors for customer relationship management implementation: a systematic literature review
Authors: Meyliana; Achmad Nizar Hidayanto; Eko K. Budiardjo
Addresses: Faculty of Computer Science, University of Indonesia, Depok, 16424, Indonesia; School of Information Systems, Bina Nusantara University, Jakarta, 11480, Indonesia ' Faculty of Computer Science, University of Indonesia, Depok, 16424, Indonesia ' Faculty of Computer Science, University of Indonesia, Depok, 16424, Indonesia
Abstract: The implementation of customer relationship management (CRM) is one of the most common strategies applied by companies to enhance customer relationship and highly related to technology. In fact, it is not easy to successfully implement this strategy because it requires a huge investment and is influenced by other critical factors. This research aims to synthesise critical success factors (CSFs) from CRM implementation using a systematic literature review approach to papers published in 2001-2014. According to the findings towards 53 relevant papers, technology selection and adaptation (technological readiness) are the most dominant factors. Furthermore, the synthesis finding also shows CSF research shifting to social media, and turns out as the difference between CRM and social CRM implementation.
Keywords: critical success factors; CSFs; customer relationship management; social CRM; social literature review; CRM implementation; technology selection; technology adaptation; technological readiness.
International Journal of Business Information Systems, 2016 Vol.23 No.2, pp.131 - 174
Received: 23 Jan 2015
Accepted: 28 Feb 2015
Published online: 05 Sep 2016 *