Hu (2001) pointed two key success factors in CRM, namely People and Institution
and system. The former referred to continuous education of enterprises in which all members were reminded of customers being an important asset and sincerely concerning
the situation and the needs of customers, rather than simply selling products to them. The
latter regarded a favorable institution or system to collect customer knowledge for
systematic analyses, as individual intelligence was different that sincere concern from all
employees was insufficient. The knowledge was expected to be well-utilized whenever
contacting with customers.