Nasruddin, Nurul Hafizah and Abdul Khalid, Fararishah (2017) The Influence of Internal and External Forces in Adoption of Electronic Customer Relationship Management (eCRM) in Malaysian SMEs. The Social Sciences. pp. 22-28. ISSN 1818-5800 (In Press)
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Abstract
Information Technology (IT) plays a significant role in today’s business competition. A prominent role is that it helps a firm to manage relationships with customers effectively. Today’s online consumer has more complex needs and much higher expectations than ever before. Online business communities are fast emerging as new organizational tools for customer relationship management, marketing, brand management and for a multitude of other purposes such as building strong online trust and reciprocity. To support this capability, Customer Relationship Management (CRM) is evolving into electronic Customer Relationship Management (eCRM). Electronic Customer Relationship Management (eCRM) has become the latest paradigm in the world of Customer Relationship Management. The purpose of this paper is to examine the factors influencing the adoption of electronic Customer Relationship Management (eCRM) applications in Malaysian SMEs. The research contains 8 influencing factors covering four contexts: individual, technological, organizational, and environmental.
| Item Type: | Article |
|---|---|
| Uncontrolled Keywords: | Customer Relationship Management, electronic Customer Relationship Management (e-CRM), determinant factors, SMEs, influence factors |
| Subjects: | H Social Sciences > H Social Sciences (General) |
| Divisions: | Faculty of Technology Management and Technopreneurship |
| Depositing User: | Dr. Fararishah Abdul Khalid |
| Date Deposited: | 20 Sep 2017 08:50 |
| Last Modified: | 03 Aug 2021 16:22 |
| URI: | http://eprints.utem.edu.my/id/eprint/19309 |
| Statistic Details: | View Download Statistic |
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