Effective communication as a critical success factor for the integration of ERP and CRM systems: the case of Taiwan

This research attempts to discuss the Critical Success Factors (CSFs) that facilitate the implementation of Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) integration. Owing to the scarcity of qualified participants in Taiwan, field expert consultation and snowball sampling were adopted in order to identify enough qualified firms. A total of 51 firms were obtained and questionnaires were then e-mailed to their project leaders. Eventually, 32 completed questionnaires were received for the purpose of data analysis. The research finds that effective communication between project team and ERP/CRM staff is confirmed as one of the predominant CSFs. Others, such as ERP/CRM user appreciation of system integration, top management support and commitment, clear integration objectives and quantifiable performance indexes, qualified project team, and user training and education were also identified as the CSFs of such integration.

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