| Summary: | 碩士 === 義守大學 === 管理科學研究所 === 89 === The development of information technology and Internet force the enterprises becoming sensitive to their customers’ demand. On the other hand, keen competition decreases the attraction of products and price to customers, which promotes customer relationship management (CRM) as a core competitive advantage for enterprises. This research studies the effects of the characteristics of enterprise and information system on the implementation of CRM system, and whose impacts on the CRM system performance.
258 questionnaires were sent to all members of the financial industry in Taiwan. After analyzing 45 valid samples, this study found out that:
● The implementation of basic CRM system was significantly impacted by internal electronic business process, top managers’ perception, and the capability of software suppliers. The implementation of CRM application systems was significantly impacted by the number of employees, the basic capability of systemic suppliers, capital, and the integration capability for databases.
● There were different aspects of importance on the CRM system between the banks and securities firms. The banks consider the CRM system more important than securities firms.
Based on the findings, this study suggests:
● The enterprises need to well manage enterprise resources, top managers’ attitude, internal electronic business process, and selection of software suppliers.
● The software suppliers to provide different levels of CRM systems and flexible CRM modules for different sizes and needs of customers, and to enhance professional knowledge in developing new products.
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