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dc.contributor.authorMenzel, C.
dc.contributor.authorReiners, Torsten
dc.contributor.editorJ Devos, H van Landeghem and D Deschoolmeester
dc.date.accessioned2017-01-30T13:39:53Z
dc.date.available2017-01-30T13:39:53Z
dc.date.created2014-05-12T20:00:16Z
dc.date.issued2014
dc.identifier.citationMenzel, C. and Reiners, T. 2014. Customer Relationship Management System a Case Study on Small-Medium-Sized Companies in North Germany, in Devos, J. and van Landeghem, H. and Deschoolmeester, D. (ed), Information Systems for Small and Medium-sized Enterprises. pp. 169-197. Berlin: Springer.
dc.identifier.urihttp://hdl.handle.net/20.500.11937/33860
dc.identifier.doi10.1007/978-3-642-38244-4_9
dc.description.abstract

Customer relationship management is a common tool in large enterprises; yet it seems not to be successful with small- and medium-sized enterprises (SME). We conducted a survey to analyse the state-of-the-art customer relationship management systems and the degree of pervasion in SME. The survey covers 253 SMEs from North Germany and evaluates the available systems, desired and actually delivered functionality, integration in the Information Technology landscape, client satisfaction, and arguments about benefits and drawbacks of current CRM-systems. The main contribution of the chapter is improving the awareness of the importance that CRM has specifically for SMEs and benefits which SMEs can gain using CRM.

dc.publisherSpringer
dc.subjectSurvey
dc.subjectSmall- and medium-sized enterprises
dc.subjectCRM integration
dc.subjectCRM
dc.titleCustomer Relationship Management System a Case Study on Small-Medium-Sized Companies in North Germany
dc.typeBook Chapter
dcterms.source.startPage169
dcterms.source.endPage197
dcterms.source.titleInformation Systems for Small and Medium-sized Enterprises
dcterms.source.isbn9783642382444
dcterms.source.placeGermany
dcterms.source.chapter19
curtin.department
curtin.accessStatusFulltext not available


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