| Summary: | The purpose of this study is to identify the relationship between Critical Success Factors (Leadership and Culture, Data and Information Technology, People and Process) with Organizational Performance (Economic Performance and Customer Satisfaction) in the implementation of Customer Relationship Management in Johor manufacturing firms. Previous study has revealed that the number of manufacturers in the manufacturing industry that practice Customer Relationship Management is still low and have many problems with retention of customers. Therefore, this research offers extension to the existing literatures on Critical Success Factor for implementation Customer Relationship Management in manufacturing firm. This study is to identify the four variables namely Leadership and Culture, Data and Information Technology (IT), People and Processes. This research employed quantitative approach in addressing the research problem. The findings of this research show that all the four regression analysis between variable mentioned, had significant relationship level. From this research, two major implications were drawn which is theoretical contributions and practical contributions. The finding also reveals that each of most critical success factor in implementation customers relationship management give difference impact towards organization performance. It is hoped that this research will provide the manufacturer with some insights about the Critical Success Factor for the implementation of Customer Relationship Management which are important to manufacturers to understand which areas need further improvement. It is hoped that, manufacturers are able manage their business more properly and successful to achieve their goals.
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