The critical success factors of e-CRM implementation to small and medium enterprises

• Main Authors: Ali, Zaman, Ishaya, Ishaku, Hassan, Haslinda
• Format: Conference or Workshop Item
• Language: English
• Published: 2015
• Subjects: HD28 Management. Industrial Management
• Online Access: 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

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.