Title: The benefits of information technology strategy and management for cloud-based CRM systems using the interactive qualitative analysis approach

Authors: You-Shyang Chen; Chun-Hui Wu; Huan-Ming Chuang; Li-Chuan Wang; Chien-Ku Lin

Addresses: Department of Information Management, Hwa Hsia University of Technology, 111, Gong Jhuan Rd., Chung Ho District, New Taipei City 235, Taiwan, R.O.C. ' Department of Information Management, National Formosa University, No.64, Wunhua Rd., Huwei Township, Yunlin County 632, Taiwan, R.O.C. ' Department of Information Management, National Yunlin University of Science and Technology, 123, University Road, Section 3, Douliou, Yunlin 64002, Taiwan, R.O.C. ' Department of Business Administration, Feng Chia University, 100, Wenhwa Rd., Seatwen, Taichung 40724, Taiwan, R.O.C. ' Department of Information Management, National Yunlin University of Science and Technology, 123, University Road, Section 3, Douliou, Yunlin 64002, Taiwan, R.O.C.

Abstract: In recent years, organisations have used technology for customer relationship management and the evaluation of information technology needs to meet the benefits of organisations that are crucial. Software as a Service (SaaS) in cloud computing refers to a business model for customers to use applications hosted externally by the service provider via the internet. As an emerging SaaS, cloud customer relationship management (Cloud CRM) is even more appealing when compared to traditional technologies use in for small- and medium-sized businesses, which lack the resources to invest in their own hardware and software. Since the discipline of information systems concerns technology, organisations and people, all these aspects need to be properly aligned with each other to utilise the information technology adopted. This study seeks insights from the experienced users of cloud-based CRM systems to explore the critical factors and interrelationships that influence the realisation of organisational benefits when they are adopted. This study applies interactive qualitative analysis by focusing group data to explore the benefits of the realisation model for cloud-based CRM systems and identify the ease-of-use of the cloud-based CRM systems as a key factor in the affinity pair relationship. The study contributes useful guidelines and benefits for organisations to promote cloud-based CRM systems.

Keywords: benefits realisation; cloud CRM; information technology; interactive qualitative analysis; IQA.

DOI: 10.1504/IJTPM.2018.088441

International Journal of Technology, Policy and Management, 2018 Vol.18 No.1, pp.25 - 46

Received: 08 Dec 2016
Accepted: 12 Mar 2017
Published online: 08 Dec 2017 *

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