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Critical success factors for electronic customer relationship management success adoption: Telecommunication companies case study

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dc.citedby2
dc.contributor.authorAnaam E.A.en_US
dc.contributor.authorBakar K.A.A.en_US
dc.contributor.authorSatar N.S.M.en_US
dc.contributor.authorHasan M.K.en_US
dc.contributor.authorMohamed M.A.en_US
dc.contributor.authorMohamed R.R.en_US
dc.contributor.authorid57218162645en_US
dc.contributor.authorid55934169900en_US
dc.contributor.authorid57222251605en_US
dc.contributor.authorid55057479600en_US
dc.contributor.authorid57194596063en_US
dc.contributor.authorid56996859800en_US
dc.date.accessioned2023-05-29T09:05:46Z
dc.date.available2023-05-29T09:05:46Z
dc.date.issued2021
dc.description.abstractA systematic literature review has been conducted on the exiting E-CRM system and found that 70% of E-CRM projects do not meet their ultimate goals. Furthermore, more than 77% of E-CRM projects do not succeed in the company's objectives. Many telecommunication companies reported that the existing E-CRM systems face severe challenges, which hinder the E-CRM system's successful adoption. This study aims to report the literature review on the Critical Success Factors for E-CRM systems and identify the rate of failure for E-CRM adoption. The systematic literature review (SLR) method has been conducted by analyzing 210 articles between 2011 to 2021 from different databases collections of research papers. The study determines ECRM Critical Success Factors from three aspects: Technology, organization, and individual factors. The three main categories were analyzed as the effects of the issue on E-CRM success in telecommunication companies. The results show that the three aspects (technology, organization, and individual factors) have a significant effect on the successful adoption of E-CRM. � 2021 The Authors.en_US
dc.description.natureFinalen_US
dc.identifier.doi10.21833/ijaas.2021.10.013
dc.identifier.epage130
dc.identifier.issue10
dc.identifier.scopus2-s2.0-85117843561
dc.identifier.spage116
dc.identifier.urihttps://www.scopus.com/inward/record.uri?eid=2-s2.0-85117843561&doi=10.21833%2fijaas.2021.10.013&partnerID=40&md5=d5807c15d52a82d5c72c9c65821b496c
dc.identifier.urihttps://irepository.uniten.edu.my/handle/123456789/25958
dc.identifier.volume8
dc.publisherInstitute of Advanced Science Extension (IASE)en_US
dc.relation.ispartofAll Open Access, Gold
dc.sourceScopus
dc.sourcetitleInternational Journal of Advanced and Applied Sciences
dc.titleCritical success factors for electronic customer relationship management success adoption: Telecommunication companies case studyen_US
dc.typeReviewen_US
dspace.entity.typePublication
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