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首页> 外文会议>International Conference on Information and Management Sciences; 20030824-30; Chengdu(CN) >The Effects Of IT Intensity And Absorptive Capacity On CRM Practices
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The Effects Of IT Intensity And Absorptive Capacity On CRM Practices

机译：IT强度和吸收能力对CRM实践的影响

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摘要

E-business has opened many new opportunities as well as many challenges to business organizations. As more organizati ons engage in e-business, ways must be devised to gain a competitive advantage. Customer relationship management (CRM) allows organizations to seek deeper understanding of their customers to develop and market products and services that more precisely meet their needs and expectations, and cannot be easily duplicated, imitated or substituted by others. However, for CRM to succeed, the organization must commit itself to developing its information technology (IT) and absorptive capacity to reap greater benefits from its CRM practices. The analysis of data collected from a survey of financial institutions in Taiwan supports this study's proposed model that suggests investments in IT and absorptive capacity positively affect the organization's CRM practices.
机译：电子商务为业务组织带来了许多新机遇，也带来了许多挑战。随着越来越多的组织从事电子商务，必须设计出获取竞争优势的方法。客户关系管理（CRM）使组织可以寻求对客户的更深入了解，以开发和营销更精确地满足其需求和期望并且不能轻易被他人复制，模仿或替代的产品和服务。但是，要使CRM取得成功，组织必须致力于开发其信息技术（IT）和吸收能力，以从其CRM实践中获得更大的收益。对台湾一家金融机构的调查收集的数据进行的分析支持了该研究提出的模型，该模型表明对IT的投资和吸收能力对组织的CRM实践产生了积极影响。

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