School of Management
Universiti Sains Malaysia
11800 Penang.
Tel: 604-6533888, ext: 3363/2520
Fax: 604-6577448

http://www.usm.my

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May 22^nd, 2006

Dear Sir/Madam,

Research on the "Explaining Customer Relationship Management (CRM) Performance: The Role of CRM Implementation Intensity"

I am a Master of Business Administration (MBA) student of University Science Malaysia. Currently, I am conducting a study with the above mentioned title as a partial requirement for the master’s degree. On top of that, I truely believe this study will help better understand the factors influencing CRM performance in web hosting companies that participate in answering the questionnaire.

I would like to seek for your kind cooperation and valuable time in completing the questionnaire. Please click on the link to start the survey. There is no right or wrong answer. Your honest opinion is sought to ensure the success of the study. All information provided will be kept strictly confidential and used for academic purpose only.

Purpose of the research:

Given the complexity of customer needs and highly competitive market in web hosting industry, CRM performance seems to be influenced by something believed to be the missing link between the customer relationship approaches and CRM performance. Hence, the intensity of CRM implementation would rather be a new aspect to be researched as the mediator that influencing organization’s overall CRM performance.

Two objectives of the research:

1. To investigate whether customer centric and market centric approach in CRM influence the intensity of CRM implementation.

2. To investigate whether the intensity of CRM implementation influences CRM performance.

The target respondents for this study are employees of any web hosting company around the globe that involved in customer relationship activities such as technical support, billing enquiry support, etc. High level management employees and business owners are welcome to take the survey as well.

You would probably take about 15-25 minutes to answer the questionnaire.

In case you are interested in knowing the result of the research (which I think is very helpful to your company in CRM), please contact me at sapiensbryan [a.t.] gmail [d.o.t.] com and leave your email address so that I can share the result after I have done the research around mid of July, 2006.

Thank you very much for your time and kind support.

Sincerely,