A study of effectiveness and satisfaction of cloud crmusers in Taiwan's enterprises

Pei Hsuan Hsieh, Chiao Ling Huang

Research output: Chapter in Book/Report/Conference proceedingConference contribution

Abstract

Cloud computing in recent years has become a popular IT application. In Taiwan, enterprises currently using CRM (Customer Relationship Management) applications seek to take advantages of cloud computing features to enhance CRM effectiveness. However, despite international IT service providers' investments in Taiwan's market for establishing a cloud computing environment for CRM users, no statistics are available to reflect experience with actual use. Therefore, the purposes of this study are to understand the satisfaction levels of the current cloud CRM users (i.e., Taiwan's enterprises) and to determine the key factors, which significantly affect enterprises' managerial effectiveness and users' satisfaction with cloud CRM. The basis for the research model is the Information System Success model and the characteristics of SaaS and CRM. This study has obtained contacts with Taiwan's enterprises currently using cloud CRM, and the complete analyses of valid survey responses will occur shortly.

Original languageEnglish
Title of host publicationInternational Conference on Information Systems, ICIS 2012
Pages4018-4029
Number of pages12
Publication statusPublished - 2012
EventInternational Conference on Information Systems, ICIS 2012 - Orlando, FL, United States
Duration: 2012 Dec 162012 Dec 19

Publication series

NameInternational Conference on Information Systems, ICIS 2012
Volume5

Other

OtherInternational Conference on Information Systems, ICIS 2012
CountryUnited States
CityOrlando, FL
Period12-12-1612-12-19

All Science Journal Classification (ASJC) codes

  • Computer Science Applications
  • Statistics, Probability and Uncertainty
  • Applied Mathematics
  • Library and Information Sciences

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