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ICIS 2002 Proceedings International Conference on Information Systems (ICIS)

12-31-2002

Exploring the Critical Success Factors for Customer Relationship Management and Electronic Customer Relationship Management Systems
Hee-Woong Kim
National University of Singapore

Gil-Hyung Lee
Korea Christian University

Shan Pan
National University of Singapore

Follow this and additional works at: http://aisel.aisnet.org/icis2002 Recommended Citation
Kim, Hee-Woong; Lee, Gil-Hyung; and Pan, Shan, "Exploring the Critical Success Factors for Customer Relationship Management and Electronic Customer Relationship Management Systems" (2002). ICIS 2002 Proceedings. Paper 93. http://aisel.aisnet.org/icis2002/93

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EXPLORING THE CRITICAL SUCCESS FACTORS FOR CUSTOMER RELATIONSHIP MANAGEMENT AND ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT SYSTEMS
Hee-Woong Kim National University of Singapore Singapore [e-mail] Gil-Hyung Lee Korea Christian University Seoul, Korea [e-mail]

Shan-Ling Pan National University of Singapore Singapore [e-mail]

Abstract
Both customer relationship management (CRM) and electronic customer relationship management (eCRM) systems have unique characteristics that support customer-business interactions and are linked to internal business processes and systems across different areas for operational and analytical purposes. Such characteristics may imply that different critical success factors are required for both to be successfully implemented. This exploratory study identifies the factors and the interrelationships

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