TY - GEN
T1 - An Overview of CRM Adoption and Implementation Strategy in China
AU - Ou, Carol Xiaojuan
AU - Sia, Choon Ling
N1 - Publication details (e.g. title, author(s), publication statuses and dates) are captured on an “AS IS” and “AS AVAILABLE” basis at the time of record harvesting from the data source. Suggestions for further amendments or supplementary information can be sent to [email protected].
PY - 2004
Y1 - 2004
N2 - Despite the rapid growth of customer relationship management (CRM) adoption in the global information technology (IT) market, CRM adoption in China has yet to realize a number of challenges during its inchoate stage. The reality of implementation challenges brings the impulsion of CRM adoption away with an early belief that this technology weapon will easily make great profits from a new-fashioned way of relationship management. For the sake of better understanding the huge China market, this paper provides an overview of CRM adoption in China. It suggests that CRM adoption should not only be considered as a software application, but also integrates people, strategy, process, and technology in an enterprise-wide scale. This paper also offers corresponding implementation strategies according to the challenges in CRM adoption in China.
AB - Despite the rapid growth of customer relationship management (CRM) adoption in the global information technology (IT) market, CRM adoption in China has yet to realize a number of challenges during its inchoate stage. The reality of implementation challenges brings the impulsion of CRM adoption away with an early belief that this technology weapon will easily make great profits from a new-fashioned way of relationship management. For the sake of better understanding the huge China market, this paper provides an overview of CRM adoption in China. It suggests that CRM adoption should not only be considered as a software application, but also integrates people, strategy, process, and technology in an enterprise-wide scale. This paper also offers corresponding implementation strategies according to the challenges in CRM adoption in China.
KW - Customer relationship management (CRM)
KW - implementation strategy
KW - information technology (IT)
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M3 - RGC 32 - Refereed conference paper (with host publication)
T3 - 10th Americas Conference on Information Systems, AMCIS 2004
SP - 601
EP - 606
BT - 10th Americas Conference on Information Systems, AMCIS 2004
PB - Association for Information Systems
T2 - 10th Americas Conference on Information Systems, AMCIS 2004
Y2 - 6 August 2004 through 8 August 2004
ER -
