CRM 구현을 위한 경영지원요인이 고객지향성 및 성과에 미치는 영향 - 은행을 중심으로 -

Abstract

This study intends to find the empirical relationship between influential factors of CRM realization and performance. The purpose of this study is to analyze effect of managerial support factors on customer orientation, work performance, and customer performance in the banking institutions. First, it is analyzed to find what kind of effects the major factor of CRM system may have on customer orientation. Then, the impacts of the customer orientation on the performance are to be analyzed. Lastly, it is analyzed that the work performance affects the customer performance.