An Empirical Study on the Relationships between System Characteristics and Performance of Customer Relationship Management

Jongsoo Yoon

Journal of The Korea Society of Computer and Information

Abbr : JKSCI
2007, 12(2), pp.315-324
Publisher : The Korean Society Of Computer And Information
Research Area : Computer Science

Jongsoo Yoon ¹

¹강남대학교

ABSTRACT

This study is to investigate the relationships between system characteristics and performance of customer relationship management, and also to examine the type of industry which organizations are involved in, financial or non-financial business, affects on those relationships. To accomplish these research purposes, this study obtained 230 questionnaires from domestic organizations which have implemented customer relationship management systems, and finally used 206 responses for statistical analyses. The results of the study can be summarized as followings. First, integration of system and ease of use of system among various system characteristics have a positive affect on the performance of customer relationship management in significant level. Second, the relationship between system characteristics and performance of customer relationship management, based on testing for parallelism, does not differ by the industry type of organizations.
KEYWORDS

고객관계관리(Customer Relationship Management), CRM 시스템 특성, CRM 추진성과
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