A study on the mechanism leading to the success of customer relationship management systems implementation

Critical success factors (CSFs) have been replicated and applied in a wide variety of settings for more than two decades. Most previous research on CSF has focused on identifying critical factors, based on the variance theory, in terms of the correlation between individual factor and information system (IS) success. However, it is unknown how a set of critical factors influence each other and lead to IS success, which means the process of IS implementation. In this research, we aim to understand how a set of critical factors influence each other and lead to IS success in the context of IS implementation for Customer Relationship Management based on the process theory. This research has implications in explaining a mechanism leading to CRM systems success based on the influential relationships among the critical factors.