A Panel Study for the Influential Factors of the Adoption of Customer Relationship Management System

This study uses longitudinal study to compare the difference of the customer relationship management systems among the Taiwan’s enterprises. The basis of the comparison of the longitudinal study depends on the 75 enterprises investigated in Lin’s research. In regard to the analysis of present condition and the development situation for the customer relationship management (CRM) system among the Taiwan’s enterprises, it reveals that some influential factors result in adoptive difference in terms of CRM system. According to the empirical results, we found that the adoption level of the CRM system and its performance exhibits an obviously positive growth trend. In addition, the different industrial characteristics will truly lead to significant difference of the adoption in CRM system. Moreover, there is mainly a significant positive impact of the external environment factors and internal enterprise factors with the change degree on the adoption of CRM system.