Customer relationship management in Taiwan's banking industry
by Cho-Pu Lin, Yann-Haur Huang, Chien-Ting Chen
International Journal of Management and Decision Making (IJMDM), Vol. 10, No. 1/2, 2009

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 customer satisfaction, 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: Wed, 18-Mar-2009

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