Identifying Critical Success Factors for Adopting CRM in Small: A Framework for Small and Medium Enterprises

García, Iván A.; Pacheco, Carla; Martínez, Amaury Pérez

doi:10.1007/978-3-642-30460-6_1

Cited by 18 publications

(31 citation statements)

References 44 publications

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“…Garcia, et al (2012) offered a framework for implementing CRM based on case studies on MSMEs in one of the developing countries in Latin America, Mexico. Within the framework, Garcia et al offered a CRM architecture for MSMEs that are divided into two parts: operational CRM and analytical CRM [3].…”

Section: Introductionmentioning

confidence: 99%

Electronic Customer Relationship Management (E-CRM) Modeling on Micro, Small and Medium Enterprises (MSMEs) Banten

Rosalina¹,

Mulyanah²,

Malik³

2017

IJCA

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Micro Small and Medium Enterprises (MSMEs) Banten region are still largely managed by conventional methods, the touch of information technology has not been optimal. One of the modern business approaches is to pay attention to customer factors, not just before the transaction, but also after the transaction which is no less important. The Information Technology system used to manage customers with the purpose of increasing customer retention is called Customer Relationship Management (CRM). The existing CRM software is more oriented to large established companies, so it will cause some discrepancies when those are applied in MSMEs. This research tried to develop E-CRM software based on business needs of MSMEs in Banten by using local approach in order to facilitate user in its usage. The features in E-CRM will help MSMEs in implementing customer relationship management so as to enhance their competitiveness with other companies in maintaining the business they run and as a means of acquiring a wider new market. The approach used was using the model of 'localization' through the observations made on MSMEs business incorporated in the Association of Micro Small and Medium Entrepreneurs Indonesia (HIPMIKINDO) of Banten region. Identification and analysis of system requirements using the Zachman Framework was done in order to obtain a complete and comprehensive picture. The results of this research are expected to provide an overview of the characteristics of E-CRM modeling on MSMEs in Banten region.

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Section: Introductionmentioning

confidence: 99%

Electronic Customer Relationship Management (E-CRM) Modeling on Micro, Small and Medium Enterprises (MSMEs) Banten

Rosalina¹,

Mulyanah²,

Malik³

2017

IJCA

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“…While CRM is assessed by [7] through four resources, namely, CRM technology, CRM processes, customer orientation, and CRM organization, [8] training of staff on all stage that is responsible for applying the CRM process [9].…”

Section: Customer Relationship Managementmentioning

confidence: 99%

The Effect of Applying Customer Relationship Management in the Higher Educational Sector

Deif¹,

Aly²,

Farahat³

2019

OALib

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The purpose of this paper is to explore the effect of applying customer relationship management (CRM) in the higher education sector. From the literature, four dimensions for measuring customer relationship management were suggested, which are: Knowledge Management, Interaction, Communication, and Feedback. The paper makes a recommendation for policymakers in the higher education sector to embrace investment in CRM.

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“…According to Huotari and Wilson (2001) which was quoted by Garcia et al (2012), CSFs came from a methodology which focused on critical factors for organisations' success.…”

Section: Critical Success Factors (Csfs)mentioning

confidence: 99%

“…If the implemented business process is intended to be different, a customisation needs to be carried out. Based on the previous research, it is strongly advised to minimise customisation because it will increase the success of CRM implementation (Da Silva and Rahimi, 2007;Garcia et al, 2012;Siebel System, 2004;Pan et al, 2007).…”

Section: • Crm Processes (Business Process)mentioning

confidence: 99%

“…By reviewing the literature, there is quite a lot of authors who wrote about CSFs in CRM implementation, comparing some literatures as what written by Wilson et al (2002), Chen and Ching (2004), Boon et al (2005), King and Burgess (2008), Almotairi (2009), Askool and Nakata (2010), Tongmee and Punnakitidashem (2010), Monem et al (2011), Garcia et al (2012) and Garrido-Moreno and Lockett (2012). Nevertheless, the number of compared papers among all only ranges between 4 to 22 papers.…”

Section: Introductionmentioning

confidence: 99%

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The critical success factors for customer relationship management implementation: a systematic literature review

Budiardjo

Meyliana

Hidayanto

2016

IJBIS

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The implementation of customer relationship management (CRM) is one of the most common strategies applied by companies to enhance customer relationship and highly related to technology. In fact, it is not easy to successfully implement this strategy because it requires a huge investment and is influenced by other critical factors. This research aims to synthesise critical success factors (CSFs) from CRM implementation using a systematic literature review approach to papers published in 2001-2014. According to the findings towards 53 relevant papers, technology selection and adaptation (technological readiness) are the most dominant factors. Furthermore, the synthesis finding also shows CSF research shifting to social media, and turns out as the difference between CRM and social CRM implementation.

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Identifying Critical Success Factors for Adopting CRM in Small: A Framework for Small and Medium Enterprises

Cited by 18 publications

References 44 publications

Electronic Customer Relationship Management (E-CRM) Modeling on Micro, Small and Medium Enterprises (MSMEs) Banten

Electronic Customer Relationship Management (E-CRM) Modeling on Micro, Small and Medium Enterprises (MSMEs) Banten

The Effect of Applying Customer Relationship Management in the Higher Educational Sector

The critical success factors for customer relationship management implementation: a systematic literature review

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