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The role of e-CRM - Research Proposal Example

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The present paper entitled "The role of e-CRM" deals with the concept of e-CRM which is a key success factor for SME’s in developing countries. Notably, customer relationship management plays an important role in understanding customers’ preferences. …
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The role of e-CRM
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The role of e-CRM

Download file to see previous pages... The research questions set out for the study may not be exhaustive however the proposed research is set out to find suitable answers to these questions that will in fact help the researcher to establish a case for e-CRM and its applications for small and medium in developing countries that are currently facing tougher competitive conditions not only from the local big corporations but also foreign companies that are seeking stronger position in these markets. E-CRM that has been defined in several ways is considered to be one of the most recent developments that have given a new insight to customer relationship management by companies. One of the definitions of e-CRM states that “E-CRM uses information technologies in order to support strategically the execution of CRM. E-CRM is a combination of hardware, software, process, applications, and management commitment designed to support an enterprise-wide CRM business strategy that will optimize customer satisfaction, customer loyalty, financial performance, etc”.The role of e-CRM is considered to be of high significance for SMEs as it allows such businesses to achieve efficiencies and competitive advantage. Business can use various internet functionalities to overcome hurdles in trade and adopt an approach that is not restricted geographically and can yield better opportunities for SMEs. The use of e-CRM is not simply recording consumer data over the internet but could also be used to provide real time personalization for interaction with customers. ...Download file to see next pagesRead More
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