A Study of Effectiveness and Satisfaction Level of Cloud CRM Users in Taiwan's Enterprises

Cloud computing in recent years has become a popular IT application. In Taiwan, enterprises currently using CRM (Customer Relationship Management) applications seek to take advantages of cloud computing features to enhance CRM effectiveness. However, despite international IT service providers’ investments in Taiwan’s market for establishing a cloud computing environment for CRM users, no statistics are available to reflect experience with actual use. Therefore, the purposes of this study are to understand the satisfaction levels of the current cloud CRM users (i.e., Taiwan’s enterprises) and to determine the key factors, which significantly affect enterprises’ managerial effectiveness and users’ satisfaction with cloud CRM. The basis for the research model is the Information System Success model and the characteristics of SaaS and CRM. This study has obtained contacts with Taiwan’s enterprises currently using cloud CRM, and the complete analyses of valid survey responses will occur shortly.

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