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Critical success factors for electronic customer relationship management success adoption: Telecommunication companies case study

A systematic literature review has been conducted on the exiting E-CRM system and found that 70% of E-CRM projects do not meet their ultimate goals. Furthermore, more than 77% of E-CRM projects do not succeed in the company's objectives. Many telecommunication companies reported that the existi...

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Main Authors: Anaam E.A., Bakar K.A.A., Satar N.S.M., Hasan M.K., Mohamed M.A., Mohamed R.R.
Other Authors: 57218162645
Format: Review
Published: Institute of Advanced Science Extension (IASE) 2023
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spelling my.uniten.dspace-259582023-05-29T17:05:47Z Critical success factors for electronic customer relationship management success adoption: Telecommunication companies case study Anaam E.A. Bakar K.A.A. Satar N.S.M. Hasan M.K. Mohamed M.A. Mohamed R.R. 57218162645 55934169900 57222251605 55057479600 57194596063 56996859800 A systematic literature review has been conducted on the exiting E-CRM system and found that 70% of E-CRM projects do not meet their ultimate goals. Furthermore, more than 77% of E-CRM projects do not succeed in the company's objectives. Many telecommunication companies reported that the existing E-CRM systems face severe challenges, which hinder the E-CRM system's successful adoption. This study aims to report the literature review on the Critical Success Factors for E-CRM systems and identify the rate of failure for E-CRM adoption. The systematic literature review (SLR) method has been conducted by analyzing 210 articles between 2011 to 2021 from different databases collections of research papers. The study determines ECRM Critical Success Factors from three aspects: Technology, organization, and individual factors. The three main categories were analyzed as the effects of the issue on E-CRM success in telecommunication companies. The results show that the three aspects (technology, organization, and individual factors) have a significant effect on the successful adoption of E-CRM. � 2021 The Authors. Final 2023-05-29T09:05:46Z 2023-05-29T09:05:46Z 2021 Review 10.21833/ijaas.2021.10.013 2-s2.0-85117843561 https://www.scopus.com/inward/record.uri?eid=2-s2.0-85117843561&doi=10.21833%2fijaas.2021.10.013&partnerID=40&md5=d5807c15d52a82d5c72c9c65821b496c https://irepository.uniten.edu.my/handle/123456789/25958 8 10 116 130 All Open Access, Gold Institute of Advanced Science Extension (IASE) Scopus
institution Universiti Tenaga Nasional
building UNITEN Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Tenaga Nasional
content_source UNITEN Institutional Repository
url_provider http://dspace.uniten.edu.my/
description A systematic literature review has been conducted on the exiting E-CRM system and found that 70% of E-CRM projects do not meet their ultimate goals. Furthermore, more than 77% of E-CRM projects do not succeed in the company's objectives. Many telecommunication companies reported that the existing E-CRM systems face severe challenges, which hinder the E-CRM system's successful adoption. This study aims to report the literature review on the Critical Success Factors for E-CRM systems and identify the rate of failure for E-CRM adoption. The systematic literature review (SLR) method has been conducted by analyzing 210 articles between 2011 to 2021 from different databases collections of research papers. The study determines ECRM Critical Success Factors from three aspects: Technology, organization, and individual factors. The three main categories were analyzed as the effects of the issue on E-CRM success in telecommunication companies. The results show that the three aspects (technology, organization, and individual factors) have a significant effect on the successful adoption of E-CRM. � 2021 The Authors.
author2 57218162645
author_facet 57218162645
Anaam E.A.
Bakar K.A.A.
Satar N.S.M.
Hasan M.K.
Mohamed M.A.
Mohamed R.R.
format Review
author Anaam E.A.
Bakar K.A.A.
Satar N.S.M.
Hasan M.K.
Mohamed M.A.
Mohamed R.R.
spellingShingle Anaam E.A.
Bakar K.A.A.
Satar N.S.M.
Hasan M.K.
Mohamed M.A.
Mohamed R.R.
Critical success factors for electronic customer relationship management success adoption: Telecommunication companies case study
author_sort Anaam E.A.
title Critical success factors for electronic customer relationship management success adoption: Telecommunication companies case study
title_short Critical success factors for electronic customer relationship management success adoption: Telecommunication companies case study
title_full Critical success factors for electronic customer relationship management success adoption: Telecommunication companies case study
title_fullStr Critical success factors for electronic customer relationship management success adoption: Telecommunication companies case study
title_full_unstemmed Critical success factors for electronic customer relationship management success adoption: Telecommunication companies case study
title_sort critical success factors for electronic customer relationship management success adoption: telecommunication companies case study
publisher Institute of Advanced Science Extension (IASE)
publishDate 2023
_version_ 1806423324507504640
score 13.211869

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