A Study on the Roles and Effects of CRM System in Achieving Business Objectives 


Vol. 17,  No. 1, pp. 67-76, Feb.  2010
10.3745/KIPSTD.2010.17.1.67


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  Abstract

To date the major business investments have been made in CRM continuously, even though many executives realized the return expected from the investment in expensive cutting-edge IT components for CRM system. However, researcher have not clearly answer the role and effects of CRM systems. The research is designed to identify the CRM system's chain-reaction effects, to investigate the relationships between factors identified, and to provide the roles and effects of CRM system in strategic perspectives. The findings illustrate that the improved information capability and enhanced competitive advantages encouraged by the CRM system implementation may lead strategic performances improvement, and finally financial performance improvements.

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[IEEE Style]

I. K. Song, "A Study on the Roles and Effects of CRM System in Achieving Business Objectives," The KIPS Transactions:PartD, vol. 17, no. 1, pp. 67-76, 2010. DOI: 10.3745/KIPSTD.2010.17.1.67.

[ACM Style]

In Kuk Song. 2010. A Study on the Roles and Effects of CRM System in Achieving Business Objectives. The KIPS Transactions:PartD, 17, 1, (2010), 67-76. DOI: 10.3745/KIPSTD.2010.17.1.67.

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