• The Journal of Information Systems
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• v.15 no.3
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• pp.87-106
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• 2006

The customer-focused enterprise is interested in integrating every record of an interaction with a customer. This study is to investigate the structural relationship of data integration customer analysis capability, marketing & sales capability, customer service capability, and CRM performance. 205 survey data were collected from the company which implemented the CRM package. SEM analysis shows that data integration has influence on the CRM performance through the improvement of customer analysis capability, marketing 8t sales capability, and customer service capability. The revised model for further goodness-fitting model shows that data integration has influence on the improvement of customer analysis capability, marketing & sales capability, and customer service capability. but customer analysis capability has indirect influence on CRM performance through the improvement of marketing & sales capability, customer service capability.