Key Factors of Successful e-CRM for Optimization of Working in Front Office

Abstract

Based on a sample of thirty Tunisian companies we analyze the key factors of successful e-CRM for optimization of working hours in the front office. At first, mobilizing a reading grid we identify our research hypotheses related to the impact of the key factors of success in e-CRM optimization of working time. Secondly, from the analysis of our empirical data, we analyze the different most significant relationships between variables that highlight the factors contributing to the optimization of working time in the front office. A third party tries to establish recommendations for optimization of working hours.