Critical issues in CRM adoption and implementation

Jane Chang*, David C. Yen, Dale Young, Cheng-Yuan Ku

*Corresponding author for this work

Research output: Contribution to journalArticlepeer-review

16 Scopus citations


Customer relationship management (CRM) is a fast growing category of application software. CRM is gaining interest because of its focus on the customer and thus its potential for increasing revenue. It enhances the ability of a firm to compete and to retain key customers. Furthermore, given the rapid growth of e-business applications and the increasing need to sell to and support customers through the web, CRM provides a focal point for all customer-facing activities. This review of CRM product capabilities and key CRM vendors identifies three distinct categories of CRM vendors and finds that they are attempting to offer a rich or full set of CRM features and are rapidly integrating web access into their products. The study proposes a model to aid in the selection of CRM products and the evaluation of CRM vendors.

Original languageEnglish
Pages (from-to)311-324
Number of pages14
JournalInternational Journal of Services, Technology and Management
Issue number3
StatePublished - 1 Dec 2002


  • Customer Relationship Management (CRM)
  • Sales force automation


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