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CRM시스템의 특성, 고객관계의 질 및 영업사원 성과간의 구조적 인과관계 –한국과 일본의 비교연구를 중심으로-

Author

이형택

Journal Title

유통경영학회지

Publication Year

2011

Topics

#Knowledge management

Summary

This study comparatively analyzed the impact of CRM system characteristics on salesperson performance and satisfaction in automobile companies in Korea and Japan. The results showed that enhancing the ease of use and usefulness of the CRM system, along with providing high-quality customer information, improves customer relationships, positively influencing salesperson performance and satisfaction. This suggests the potential for utilizing universal CRM systems regardless of nationality or corporate culture.

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