The scope and nature of Customer Relationship Management (CRM) implementation in Chinese enterprises is examined to identify the focus of implementations, areas of implementation, implementation strategies and perceived benefits of a convenience sample of cases selected from business press reports. The study also looks at what Chinese managers view as the key CRM concepts for beneficial performance.
Chattopadhyay, Satya P., "CRM Implementation in PR China: A Preliminary Evaluation" (2002). ICEB 2002 Proceedings. 65.