Customer Relationship Management System a Case Study on Small-Medium-Sized Companies in North Germany
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 cove...
| Main Authors: | , |
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| Other Authors: | |
| Format: | Book Chapter |
| Published: |
Springer
2014
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| Subjects: | |
| Online Access: | http://hdl.handle.net/20.500.11937/33860 |
| _version_ | 1848754063873671168 |
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| author | Menzel, C. Reiners, Torsten |
| author2 | J Devos |
| author_facet | J Devos Menzel, C. Reiners, Torsten |
| author_sort | Menzel, C. |
| building | Curtin Institutional Repository |
| collection | Online Access |
| description | 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. |
| first_indexed | 2025-11-14T08:34:28Z |
| format | Book Chapter |
| id | curtin-20.500.11937-33860 |
| institution | Curtin University Malaysia |
| institution_category | Local University |
| last_indexed | 2025-11-14T08:34:28Z |
| publishDate | 2014 |
| publisher | Springer |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | curtin-20.500.11937-338602023-02-27T07:34:31Z Customer Relationship Management System a Case Study on Small-Medium-Sized Companies in North Germany Menzel, C. Reiners, Torsten J Devos H van Landeghem D Deschoolmeester Survey Small- and medium-sized enterprises CRM integration CRM 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. 2014 Book Chapter http://hdl.handle.net/20.500.11937/33860 10.1007/978-3-642-38244-4_9 Springer restricted |
| spellingShingle | Survey Small- and medium-sized enterprises CRM integration CRM Menzel, C. Reiners, Torsten Customer Relationship Management System a Case Study on Small-Medium-Sized Companies in North Germany |
| title | Customer Relationship Management System a Case Study on Small-Medium-Sized Companies in North Germany |
| title_full | Customer Relationship Management System a Case Study on Small-Medium-Sized Companies in North Germany |
| title_fullStr | Customer Relationship Management System a Case Study on Small-Medium-Sized Companies in North Germany |
| title_full_unstemmed | Customer Relationship Management System a Case Study on Small-Medium-Sized Companies in North Germany |
| title_short | Customer Relationship Management System a Case Study on Small-Medium-Sized Companies in North Germany |
| title_sort | customer relationship management system a case study on small-medium-sized companies in north germany |
| topic | Survey Small- and medium-sized enterprises CRM integration CRM |
| url | http://hdl.handle.net/20.500.11937/33860 |