Title:
Measuring
Customer Relationship Management Readiness in Developing Countries
Abstract: Nowadays,
in organization in information age, companies are shifting their
business strategies from product-oriented to customer-oriented (Bose,
2002). Since organizations are overwhelmed by a wide scope and huge
amount of data/information about customers. Yet organizations find it
difficult to extract valuable information. To remedy this problem many
organization use e-Customer Relationship Management (e-CRM) packages.
CRM can help companies to succeed in the world of e-business. Not only
large, multinational companies, but also Small companies are
increasingly seeking to implement CRM in order to find a competitive
advantage on which to base their business’s prospects for longevity. So
we need to identify the success factors, failures and the reasons of
not deploying e-CRM applications in Egypt. Therefore, this
paper investigates the reasons for such failure by examining the degree
organisational readiness to deploy e-CRM packages. This investigation
will find out if the degree of e-CRM readiness can be matched to an
appropriate level of e-CRM support in the banking sector
Authors: George
Dafoulas and Nermine Ibrahim