A roadmap for CRM success: in light of the technology CSFS

• Main Authors: Jan, Muhammad Tahir, Omar, Azura, Zain, Osman M., Abdullah, Kalthom
• Format: Article
• Language: English
• Published: JM Publishers 2011
• Subjects: HF5001 Business. Business Administration; HF5410 Marketing. Distribution of products
• Online Access: http://irep.iium.edu.my/34967/1/A_roadmap_for_CRM_success_-_In_light_of_technology_CSFs.pdf; http://irep.iium.edu.my/34967/; http://www.jmijitm.com/table.php?mm

The primary objective of this paper is to develop a conceptual framework that depicts the impact of technology related critical success factors (CSFs) on customer relationship management (CRM) success, namely, customer satisfaction. This paper uses a qualitative methodology that comprises of a compr...