An Exploratory Study Of The Effects Of Information And Communication Technology On Customer Relationship Management And Customer Lock-In

The rapid expansion of global marketplaces and the recent developments of ICT have led to the greater business opportunities. In their quest to build close relationships with their customers, many businesses have turned to customer relationship management (CRM). This study examines the effects of ICT infusion embodied in three CRM elements on CRM performance, partnership quality and customer lock-in in addressing does the infusion of ICT in CRM affect a business’ ability to retain its customers? The results suggest that ICT affects CRM performance, partnership quality and customer lock-in. However, in spite of technology, partnership quality does not appear to influence customer lock-in.