International Journal of

ADVANCED AND APPLIED SCIENCES

EISSN: 2313-3724, Print ISSN: 2313-626X

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 Volume 8, Issue 10 (October 2021), Pages: 116-130

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 Review Paper

 Title: Critical success factors for electronic customer relationship management success adoption: Telecommunication companies case study

 Author(s): Elham Abdulwahab Anaam 1, *, Khairul Azmi Abu Bakar 1, Nurhizam Safie Mohd Satar 1, Mohammad Kamrul Hasan 1, Mohamad A. Mohamed 2, Rajina R. Mohamed 3

 Affiliation(s):

 1Faculty of Information Science and Technology, Universiti Kebangsaan Malaysia, Bangi, Malaysia
 2Faculty of Informatics and Computing, Universiti Sultan Zainal Abidin, Terengganu, Malaysia
 3College of Computer Science and Information Technology, Universiti Tenaga Nasional, Bangi, Malaysia

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 * Corresponding Author. 

  Corresponding author's ORCID profile: https://orcid.org/0000-0002-1497-5509

 Digital Object Identifier: 

 https://doi.org/10.21833/ijaas.2021.10.013

 Abstract:

A systematic literature review has been conducted on the exiting E-CRM system and found that 70% of E-CRM projects do not meet their ultimate goals. Furthermore, more than 77% of E-CRM projects do not succeed in the company's objectives. Many telecommunication companies reported that the existing E-CRM systems face severe challenges, which hinder the E-CRM system's successful adoption. This study aims to report the literature review on the Critical Success Factors for E-CRM systems and identify the rate of failure for E-CRM adoption. The systematic literature review (SLR) method has been conducted by analyzing 210 articles between 2011 to 2021 from different databases collections of research papers. The study determines E-CRM Critical Success Factors from three aspects: technology, organization, and individual factors. The three main categories were analyzed as the effects of the issue on E-CRM success in telecommunication companies. The results show that the three aspects (technology, organization, and individual factors) have a significant effect on the successful adoption of E-CRM. 

 © 2021 The Authors. Published by IASE.

 This is an open access article under the CC BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/).

 Keywords: Critical success factors, E-CRM adoption, Successful factors, Challenges, Employee satisfaction

 Article History: Received 10 April 2021, Received in revised form 13 July 2021, Accepted 11 August 2021

 Acknowledgment 

This research is carried out under the Network and Communication Technology Lab, Center for Cyber Security (CYBER), www.ftsm.ukm.my/ cybersecurity, Faculty of Information Science and Technology, Universiti Kebangsaan Malaysia, Malaysia.

 Compliance with ethical standards

 Conflict of interest: The author(s) declared no potential conflicts of interest with respect to the research, authorship, and/or publication of this article.

 Citation:

 Anaam EA, Bakar KAA, Satar NSM et al. (2021). Critical success factors for electronic customer relationship management success adoption: Telecommunication companies case study. International Journal of Advanced and Applied Sciences, 8(10): 116-130

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 Figures

 Fig. 1 Fig. 2 Fig. 3 Fig. 4

 Tables

 Table 1 Table 2 Table 3 Table 4 Table 5 Table 6 Table 7 Table 8    

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