Using SEE and SaaS-QUAL to Explore the Demand of CRM System

Abstract

The evolution of and cloud computing over the past few years is potentially one of the major advances in the history of IT (Information Technology). Today, many organizations have been implemented information system to assist their daily operation and help it can do operation more efficient through improving information technology and communication technology. However, the management scope of organization is broader and business environment is harder to predict the competitive situation then before, it is not enough in implementing new information systems to assist these daily works. Therefore, the organization is trying to look for the suitable CRM service system provider and to expect the system can enhance their business process more flexibility as well as improving work more efficiency. For these reasons, this research utilizes SEE (Service Experience Engineering Approach) methodology, witch an rigorous development and design method of service, and combine with the SAAS-QUAL dimensions that integrate the SaaS of cloud computing and SERVQUAL scale to realize the design of customer's service. Drawing on SEE methodology, this research has derived some major insights into how does customer demand of CRM service system to affect organization's business process? Furthermore, the analysis result shows that the factors of customer's demand will affect the design of CRM service system providers.