The critical success factors of e-CRM implementation to small and medium enterprises
Business entities around the globe are clamouring to catch up with the recent trend of the business world using information technology (IT) applications, such as Customer Relationship Management (CRM).For any business to reap the rewards of CRM initiatives, it has to have a proper plan for its impl...
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my.uum.repo.175232016-04-12T06:59:42Z http://repo.uum.edu.my/17523/ The critical success factors of e-CRM implementation to small and medium enterprises Ali, Zaman Ishaya, Ishaku Hassan, Haslinda HD28 Management. Industrial Management Business entities around the globe are clamouring to catch up with the recent trend of the business world using information technology (IT) applications, such as Customer Relationship Management (CRM).For any business to reap the rewards of CRM initiatives, it has to have a proper plan for its implementation.However, these business entities have little knowledge regarding the critical success factors of CRM implementation and its impact to their organizations.This study, therefore, proposes the critical success factors of e-CRM implementation to the small and medium enterprises (SMEs).The success factors include operational and strategic benefits, top management support, technological readiness, and knowledge management capabilities.This study uses organization as unit of analysis with SMEs as the target population.Data will be gathered by using a cross-sectional survey approach. 2015-10-20 Conference or Workshop Item PeerReviewed application/pdf en http://repo.uum.edu.my/17523/1/09_ICoEC2015%2058-62.pdf Ali, Zaman and Ishaya, Ishaku and Hassan, Haslinda (2015) The critical success factors of e-CRM implementation to small and medium enterprises. In: International Conference on E-Commerce (ICoEC) 2015, 20-22 Oktober 2015, Kuching, Sarawak, MALAYSIA. http://icoec.my/index.php/proceedings/5-icoec-2015-proceedings/92-the-critical-success-factors-of-e-crm-implementation-to-small-and-medium-enterprises |
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HD28 Management. Industrial Management Ali, Zaman Ishaya, Ishaku Hassan, Haslinda The critical success factors of e-CRM implementation to small and medium enterprises |
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Business entities around the globe are clamouring to catch up with the recent trend of the business world using information technology (IT) applications, such as Customer Relationship Management (CRM).For any business to reap the
rewards of CRM initiatives, it has to have a proper plan for its implementation.However, these business entities have little knowledge regarding the critical success factors of CRM implementation and its impact to their organizations.This study,
therefore, proposes the critical success factors of e-CRM implementation to the small and medium enterprises (SMEs).The success factors include operational and strategic benefits, top management support, technological readiness, and knowledge
management capabilities.This study uses organization as unit of analysis with SMEs as the target population.Data will be gathered by using a cross-sectional survey approach. |
format |
Conference or Workshop Item |
author |
Ali, Zaman Ishaya, Ishaku Hassan, Haslinda |
author_facet |
Ali, Zaman Ishaya, Ishaku Hassan, Haslinda |
author_sort |
Ali, Zaman |
title |
The critical success factors of e-CRM implementation to small and medium enterprises |
title_short |
The critical success factors of e-CRM implementation to small and medium enterprises |
title_full |
The critical success factors of e-CRM implementation to small and medium enterprises |
title_fullStr |
The critical success factors of e-CRM implementation to small and medium enterprises |
title_full_unstemmed |
The critical success factors of e-CRM implementation to small and medium enterprises |
title_sort |
critical success factors of e-crm implementation to small and medium enterprises |
publishDate |
2015 |
url |
http://repo.uum.edu.my/17523/1/09_ICoEC2015%2058-62.pdf http://repo.uum.edu.my/17523/ http://icoec.my/index.php/proceedings/5-icoec-2015-proceedings/92-the-critical-success-factors-of-e-crm-implementation-to-small-and-medium-enterprises |
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1644282235576123392 |
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13.1944895 |