The impact of customer relationship management systems in small business enterprises
… Electronic customer relationship management (e-CRM) systems have emerged as a major
component of information systems strategy in the last decade, as companies have realized the
importance of integrating all customer-facing systems as an element of their business strategy,
to manage and build stronger … However, smaller businesses have been more reluctant to
invest in these new systems, deterred by the risks associated with new investment, process
change, and possible disruption of business operations. It is small business enterprises (SBEs) …
component of information systems strategy in the last decade, as companies have realized the
importance of integrating all customer-facing systems as an element of their business strategy,
to manage and build stronger … However, smaller businesses have been more reluctant to
invest in these new systems, deterred by the risks associated with new investment, process
change, and possible disruption of business operations. It is small business enterprises (SBEs) …
The implementation of new customer systems can be a major challenge for small businesses, but they can deliver significant benefits when accompanied by appropriate staff upskilling and associated process improvements.
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