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

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