Abstract
The Customer Relationship Management (CRM) is used to provide timely one-to-one customer service by analytically tracking the customer’s requirements and desires. It has become a new competitive weapon for organizations and also become a prevailing practice for today’s business. This study examines the relationship for CRM climate and business performance. As such, an intermediating factor, Relationship Quality is adopted and applied in this causal model. The top 500 companies from service industry and top 100 companies from financial industry are included in the questionnaire survey. The CRM climate is defined as the status of organizational CRM implementation and measured by the organizational management mechanism/HRM, the use of IT tools, the application domain of IT/IS. The relationship quality is measured by trust, interdependency, commitment, and conflict. The dimensions used to measure business performance are: strategic business performance, service process improvement, service capacity, and employee satisfaction.The results indicate that CRM climate has significantly impact both on relationship quality and business performance. Among the CRM climate components, the organization management mechanism/HRM and the application domain of IT/IS play the main role in influencing the relationship quality and business performance. The link between organization management mechanism/HRM and trust is particularly strong. There also exists a prediction model between trust and business performance. It implies that trust is a very likely intermediating factor between CRM climate and business performance.