An Audit Model for Customer Relationship Management in Smart Mobile Environments

Abstract

Since the supply of smart phones, a change in mobile environment brought a turning point called a mobile generation. Smart mobile office is a combined form of smart phones' new mobile environment and its social media. A construction of mobile office environment using smart phones brought revitalization of the smart phone market. CRM construction also became new requirements for a customer management. However, based on the current information system audit standard, check fields or check lists are insufficient to apply to audit for CRM construction in a smart mobile office environment. Therefore, this paper proposes a model for auditing CRM system construction in smart mobile office environment. It proposes audit domain and check lists of CRM construction. It also verified whether the proposed model is suitable or not by doing a survey if deduced audit domain and check lists correspond with the purpose of the CRM construction audit during smart mobile office environment. As the result, this study appear to have more than average satisfaction the suitability results were.