Moving toward e-business: customer relationship management alignment in Malaysian small business

• Main Authors: Mohamed, Norshidah, Mahmud, Murni, Ahlan, Abdul Rahman, Hussein, Ramlah, Abdul Karim, Nor Shahriza, Aditiawarman, Umar
• Format: Article
• Language: English
• Published: The Social Sciences Research Society 2013
• Subjects: ZA4050 Electronic information resources
• Online Access: http://eprints.utm.my/id/eprint/39168/1/NorshidahMohamed2013_MovingTowardEBusinessCustomerRelationship.pdf; http://eprints.utm.my/id/eprint/39168/

The study proposes a research model on customer relationship management (CRM) alignment and investigates the impact of alignment on performance. A total of 300 survey questionnaires were distributed to business owners of small and medium enterprises in Malaysia; 226 were used for analysis. From rese...