Factors and barriers affecting the implementation of crm-taiwan banking industry

摘要

In this paper, the factors influencing the implementation of customer relationship management (CRM) at banking industry in Taiwan were analyzed. Twenty domestic listed banks participated in this study. The findings of the research indicate that business benefit, implementation/practice, innovation and diversification, business dynamics factors affect CRM. It was also determined that the most important barriers to banking industry are inadequate supporting budgets, inadequate complementary measure, and lack of cultural readiness. The relationships between different factors were also analyzed and some recommendations were proposed to address the current situation.