Improving customer outcomes through the implementation of customer relationship management: evidence from Taiwan
Emerald Group Publishing Limited
Faculty of Business and Law
School of Accounting, Finance and Economics
Owing to the sharp refocus among Taiwanese companies away from a product-centric approach towards a customer-centric approach, many companies have invested heavily in customer relationship management (CRM) systems. The purpose of this paper is to investigate whether such an investment generates the anticipated benefits. The paper uses survey methods among public companies in Taiwan to examine the degree to which CRM implementation impacts upon customer satisfaction and customer loyalty. Firms which pay more attention to a customer-centric approach can benefit significantly from the implementation of CRM systems. There were no differences in the degree or focus of implementation attributable to industry differences. The results are subject to the normal limitations associated with survey research, and may not be generalisable outside Taiwan. The paper has significant implications for management decision making in terms of the disposal of resources to pursue customer-related strategies. The paper has significant practical implications for companies in Taiwan.