TY - JOUR
T1 - Effective communication as a critical success factor for the integration of ERP and CRM systems
T2 - The case of Taiwan
AU - Cheng, Julian Ming Sung
AU - Wang, Edward Shih Tse
AU - Hsu, Ping Yu
AU - Tsai, Celia C.Y.
N1 - Publisher Copyright:
Copyright © 2007 Inderscience Enterprises Ltd.
PY - 2007
Y1 - 2007
N2 - This research attempts to discuss the Critical Success Factors (CSFs) that facilitate the implementation of Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) integration. Owing to the scarcity of qualified participants in Taiwan, field expert consultation and snowball sampling were adopted in order to identify enough qualified firms. A total of 51 firms were obtained and questionnaires were then e-mailed to their project leaders. Eventually, 32 completed questionnaires were received for the purpose of data analysis. The research finds that effective communication between project team and ERP/CRM staff is confirmed as one of the predominant CSFs. Others, such as ERP/CRM user appreciation of system integration, top management support and commitment, clear integration objectives and quantifiable performance indexes, qualified project team, and user training and education were also identified as the CSFs of such integration.
AB - This research attempts to discuss the Critical Success Factors (CSFs) that facilitate the implementation of Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) integration. Owing to the scarcity of qualified participants in Taiwan, field expert consultation and snowball sampling were adopted in order to identify enough qualified firms. A total of 51 firms were obtained and questionnaires were then e-mailed to their project leaders. Eventually, 32 completed questionnaires were received for the purpose of data analysis. The research finds that effective communication between project team and ERP/CRM staff is confirmed as one of the predominant CSFs. Others, such as ERP/CRM user appreciation of system integration, top management support and commitment, clear integration objectives and quantifiable performance indexes, qualified project team, and user training and education were also identified as the CSFs of such integration.
KW - Communication
KW - Critical Success Factor
KW - CRM
KW - CSF
KW - Customer Relationship Management
KW - Enterprise Resource Planning
KW - ERP
KW - Taiwan
KW - Technology marketing
UR - http://www.scopus.com/inward/record.url?scp=40749094639&partnerID=8YFLogxK
U2 - 10.1504/IJTMKT.2007.014792
DO - 10.1504/IJTMKT.2007.014792
M3 - 期刊論文
AN - SCOPUS:40749094639
VL - 2
SP - 183
EP - 199
JO - International Journal of Technology Marketing
JF - International Journal of Technology Marketing
SN - 1741-878X
IS - 2
ER -