IT Enabled CRM Process, Drivers, and Impact: Empirical Investigation in Egypt

A growing number of organizations have been developing CRM systems to maximize customer value and organizations' profitability. However the literature reports on high failure rates of such endeavors. This could be attributed to ignoring the organizational, human, and process facets of CRM. The objectives of this study are to develop a comprehensive model of CRM and to use the model to assess the current state of IT enabled CRM in Egypt. The research model is developed based on extensive review of perspective and empirical literature related to CRM process, CRM/ES CSFs, and CRM technology. This model will be tested against empirical data from a sample of medium to large Egyptian firms. The study results are expected to further the understanding of the CRM process and its underlying causes of success and failure. It will also narrow a gap that exists in the empirical studies literature regarding the Arab region, particularly Egypt.