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Critical success factors evaluation of e-CRM in local industry / Salina Mokhtar

E-CRM has become the latest paradigm in the world of CRM. E-CRM has becoming more necessary as business strategy with intent to provide better customer service and satisfaction due to the lower cost but increase the revenues. Therefore, the key area performance or known as the critical success fa...

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Main Author: Mokhtar, Salina
Format: Thesis
Language:English
Published: 2005
Online Access:http://ir.uitm.edu.my/id/eprint/955/1/TD_SALINA%20MOKHTAR%20CS%2005_5.pdf
http://ir.uitm.edu.my/id/eprint/955/
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spelling my.uitm.ir.9552017-05-08T07:29:03Z http://ir.uitm.edu.my/id/eprint/955/ Critical success factors evaluation of e-CRM in local industry / Salina Mokhtar Mokhtar, Salina E-CRM has become the latest paradigm in the world of CRM. E-CRM has becoming more necessary as business strategy with intent to provide better customer service and satisfaction due to the lower cost but increase the revenues. Therefore, the key area performance or known as the critical success factors need to be determined to ensure the success of E-CRM. This research has examined and analyst the critical success factors of E-CRM based on the existing theoretical framework. The factors are operational perceived benefits, strategic perceived benefits, top management support, technology readiness and finally knowledge management capabilities. Besides that, this research also identifies the goals of E-CRM and compares the benefits from E-CRM implementation. This research has been conducted in local industry in Klang Valley area which are involving twelve companies to participate in this research. There are 100 questionnaire have been distributed among the respondents in such organization. The data analysis is performed using ANOVA comparison. 2005 Thesis NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/955/1/TD_SALINA%20MOKHTAR%20CS%2005_5.pdf Mokhtar, Salina (2005) Critical success factors evaluation of e-CRM in local industry / Salina Mokhtar. Degree thesis, Universiti Teknologi MARA.
institution Universiti Teknologi Mara
building Tun Abdul Razak Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Teknologi Mara
content_source UiTM Institutional Repository
url_provider http://ir.uitm.edu.my/
language English
description E-CRM has become the latest paradigm in the world of CRM. E-CRM has becoming more necessary as business strategy with intent to provide better customer service and satisfaction due to the lower cost but increase the revenues. Therefore, the key area performance or known as the critical success factors need to be determined to ensure the success of E-CRM. This research has examined and analyst the critical success factors of E-CRM based on the existing theoretical framework. The factors are operational perceived benefits, strategic perceived benefits, top management support, technology readiness and finally knowledge management capabilities. Besides that, this research also identifies the goals of E-CRM and compares the benefits from E-CRM implementation. This research has been conducted in local industry in Klang Valley area which are involving twelve companies to participate in this research. There are 100 questionnaire have been distributed among the respondents in such organization. The data analysis is performed using ANOVA comparison.
format Thesis
author Mokhtar, Salina
spellingShingle Mokhtar, Salina
Critical success factors evaluation of e-CRM in local industry / Salina Mokhtar
author_facet Mokhtar, Salina
author_sort Mokhtar, Salina
title Critical success factors evaluation of e-CRM in local industry / Salina Mokhtar
title_short Critical success factors evaluation of e-CRM in local industry / Salina Mokhtar
title_full Critical success factors evaluation of e-CRM in local industry / Salina Mokhtar
title_fullStr Critical success factors evaluation of e-CRM in local industry / Salina Mokhtar
title_full_unstemmed Critical success factors evaluation of e-CRM in local industry / Salina Mokhtar
title_sort critical success factors evaluation of e-crm in local industry / salina mokhtar
publishDate 2005
url http://ir.uitm.edu.my/id/eprint/955/1/TD_SALINA%20MOKHTAR%20CS%2005_5.pdf
http://ir.uitm.edu.my/id/eprint/955/
_version_ 1685648111562653696
score 13.211869

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