The Impact of Customer Profile and Customer Participation on Customer Relationship Management Performance

Authors

I-Ju Lin, Department of Information Management, College of Management, Fu-Jen Catholic University, TaiwanFollow
Shu-Min Yang, Department of Information Management, College of Management, Fu-Jen Catholic University, TaiwanFollow
Ji-Tsung Ben Wu, Department of Information Management, College of Management, Fu-Jen Catholic University, TaiwanFollow

Document Type

Article

Abstract

There are two main sources of knowledge about customers: customer profile and customer participation. The companies use information technologies to analyze the customer profiles and extract tacit knowledge about customer via customer participation. The result of this experiment demonstrates that the use of customer profile improves customers’ perception on goods quality and increase the effectiveness of Customer Relationship Management (CRM). In addition, customer participation can improve customers’ perception on goods quality and enhance performance of CRM through perceived participation. The result indicates that the customer profiles and customer participation are two crucial factors for companies to maintain customer relationship.

Recommended Citation

Lin, I-Ju; Yang, Shu-Min; and Wu, Ji-Tsung Ben, "The Impact of Customer Profile and Customer Participation on Customer Relationship Management Performance" (2003). ICEB 2003 Proceedings (Singapore). 87.
https://aisel.aisnet.org/iceb2003/87