THE CORRELATION BETWEEN BUSINESS STRATEGY, INFORMATION TECHNOLOGY, ORGANISATIONAL CULTURE, IMPLEMENTATION OF CRM, AND BUSINESS PERFORMANCE IN A HIGH-TECH INDUSTRY

摘要

This paper studies the high-tech industry, probing the correlation between type of businessstrategy, use of information technology, type of organisational culture, implementationlevel of customer relationship management (CRM) activities, and business performance.Results show that the better the implementation of CRM activities, the stronger and morepositive is its influence on business performance. To enhance business performance, it isnecessary to strengthen the differentiation strategy, the use of information technology, andthe implementation of CRM activities; to integrate the characteristics of the four culturaltypes into the competing values framework; and to enhance the implementation underthese four cultural types.