Factors influencing implementation of CRM technology among small and medium sized enterprises
MetadataShow full item record
This study aims to identify the factors that influence the implementation of customer relationship management (CRM) technology among small and medium-sized enterprises (SMEs). From the existing literature six factors: relative advantage, cost effectiveness, top management support, information technology (IT) knowledge, government support and competitive pressure were identified to influence CRM technology implementation in organizations in general. The effect and relative importance of these factors on CRM implementation was examined in the context of SMEs in Singapore. Top management support emerged as the most important factor followed closely by relative advantage. The influence of competitive pressure, government support, costeff ectiveness and IT knowledge were found to be not significant.
Showing items related by title, author, creator and subject.
Love, Peter; Edwards, D.; Standing, C.; Irani, Z. (2009)Purpose – Many businesses operating in the construction and engineering sector have been trying to respond to the demands being imposed on them by utilising information technology applications such as CRM and ERP, but ...
Hicks, Michael John (2012)This thesis advances the understanding of information technology (IT) governance research by considering the question “How do user stakeholders influence the planning and implementation of IT governance?” IT has become ...
Hospital information systems implementation framework: critical success factors for Malaysian public hospitalsAbdullah, Zainatul Shima (2013)The delivery of high quality health services is among the most important government policies in healthcare; it is demonstrated via the significant investment committed to expand the sector. In order to provide quality ...