An Overview of CRM Adoption and Implementation Strategy in China

Research output: Chapters, Conference Papers, Creative and Literary Works (RGC: 12, 32, 41, 45)32_Refereed conference paper (with ISBN/ISSN)peer-review

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Author(s)

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Detail(s)

Original languageEnglish
Title of host publication10th Americas Conference on Information Systems, AMCIS 2004
PublisherAssociation for Information Systems
Pages601-606
Publication statusPublished - 2004

Publication series

Name10th Americas Conference on Information Systems, AMCIS 2004

Conference

Title10th Americas Conference on Information Systems, AMCIS 2004
PlaceUnited States
CityNew York
Period6 - 8 August 2004

Abstract

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.

Research Area(s)

  • Customer relationship management (CRM), implementation strategy, information technology (IT)

Bibliographic Note

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 lbscholars@cityu.edu.hk.

Citation Format(s)

An Overview of CRM Adoption and Implementation Strategy in China. / Ou, Carol Xiaojuan; Sia, Choon Ling.

10th Americas Conference on Information Systems, AMCIS 2004. Association for Information Systems, 2004. p. 601-606 (10th Americas Conference on Information Systems, AMCIS 2004).

Research output: Chapters, Conference Papers, Creative and Literary Works (RGC: 12, 32, 41, 45)32_Refereed conference paper (with ISBN/ISSN)peer-review