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Customer Perspective of CRM Systems: A Focus Group Study

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  • Shan L. Pan

    (National University of Singapore, Singapore)

Abstract

The 1990s has been a boom period of enterprise systems (ES). Many organizations have experienced the technical, integration and business process re-engineering benefits of implementing ES. As of today, a number of ES have been developed, namely customer relationship management systems (CRM) and enterprise resource planning (ERP) systems. In particular, CRM systems have gained significant interest, both in the industry as well as in the academic area, in the recent years. The understanding of the customer’s perspective would help to define the CRM systems to better cater to the customers’ needs in achieving their loyalty and satisfaction. With a better understanding from the point of the customers, management would be able to plot their directions in their CRM endeavour. Therefore, this research intends to look at CRM systems from the perspective of the customer through the conduct of focus group discussion.

Suggested Citation

  • Shan L. Pan, 2005. "Customer Perspective of CRM Systems: A Focus Group Study," International Journal of Enterprise Information Systems (IJEIS), IGI Global, vol. 1(1), pages 65-88, January.
    • Handle: RePEc:igg:jeis00:v:1:y:2005:i:1:p:65-88
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    Cited by:

    1. Fakhraddin Maroofi & Adel Darabi & Jila Torabi, 2012. "Effects of e-CRM on Customer–Bank Relationship Quality and Results," International Journal of Academic Research in Accounting, Finance and Management Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Accounting, Finance and Management Sciences, vol. 2(3), pages 164-182, July.
    2. Mohammad Nabil Shaaban & Soha Ashraf Ghoneim, 2017. "Assessing the Effect of Customer Relationship Management on Hotels’ Marketing Performance: The Mediating Role of Marketing Capabilities – Evidence from Sharm El-Sheikh, Egypt," Tourism Research Institute, Journal of Tourism Research, vol. 18(1), pages 84-104, November.

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