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dc.contributor.authorRamaseshan, Balasubramanian
dc.contributor.authorKiat, Chia Peng
dc.contributor.editorDaniela Spanjaard, Sara Denize and Neeru Sharma
dc.date.accessioned2017-01-30T14:38:30Z
dc.date.available2017-01-30T14:38:30Z
dc.date.created2008-12-09T18:01:39Z
dc.date.issued2008
dc.identifier.citationRamaseshan, Balasubramanian and Kiat, Chia Peng. 2008. Factors influencing implementation of CRM technology among small and medium sized enterprises, in Spanjaard, D. and Denize, S. and Sharma, N. (ed), Proceedings of Australian and New Zealand Marketing Academy Conference, Dec 1 2008. Olympic Park, Sydney: University of Western Sydney.
dc.identifier.urihttp://hdl.handle.net/20.500.11937/39949
dc.description.abstract

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.

dc.publisherUniversity of Western Sydney
dc.subjectSingapore
dc.subjectSmall and medium-sized enterprise
dc.subjectCustomer relationship management
dc.titleFactors influencing implementation of CRM technology among small and medium sized enterprises
dc.typeConference Paper
dcterms.source.titleProceedings of Australian and New Zealand Marketing Academy conference 2008
dcterms.source.seriesProceedings of Australian and New Zealand Marketing Academy conference 2008
dcterms.source.conferenceAustralian and New Zealand Marketing Academy Conference
dcterms.source.conference-start-dateDec 1 2008
dcterms.source.conferencelocationOlympic Park, Sydney
dcterms.source.placeSydney
curtin.accessStatusOpen access
curtin.facultyCurtin Business School
curtin.facultySchool of Marketing


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