文章基本信息

标题：The Critical Success Factors for Implementation of Electric Customer Relationship Management in the Commercial Bank of Viet Nam
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作者：Thuy Van Nguyen ; Cuong Hung Pham
期刊名称：International Journal of Financial Research
印刷版ISSN：1923-4023
电子版ISSN：1923-4031
出版年度：2015
卷号：7
期号：5
页码：p124
语种：English
出版社：Sciedu Press
摘要：In the context of globalization and international economic integration currently, competitive pressure from the requirements of customers for banking product and services are increasing. Banks must increase investment in technological applications, built and develop modern infrastructure to diversify the banking products and services, in which the most flourishingsector is electronic banking services. Implementing successfully Electric Customer Relationship Managemet - eCRM solutions banks are expected to be the optimal solution increasing ability to understand and approaching customers better, thereby improving the bank's competitiveness. However, successful rate of implementing eCRM in world as well as in Vietnam is not high. Banks implemented eCRM often have not achieved success as expected. This study identifies and quantifies the factors that affect the success of eCRM implement of commercial banks in Vietnam, then propose solutions helping banks implement successfully eCRM solutions, improving competitive competence of commercial banks in Vietnam today.