A Electronic Intergovernmental Relations(e-IGR) between the Central Government of Korea and the Seoul Metropolitan Government

고객관계관리 (CRM)의 주요성공요인과 성과간의 관련성 연구

This study is to analyze the relationships between critical success factors of customer relationship management and performance of customer relationship management. To accomplish this purpose, this study performed an empirical analysis of 206 domestic companies which have introduced customer relationship management applications. The result of the study shows that most organizational factors except evaluation and compensation factor have a positively significant effect on the performance of customer relationship management, and that ease of system use and level of system integration influence on the performance of customer relationship management positively.