Factors influencing implementation of CRM technology among small and medium sized enterprises
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 techno...
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| Other Authors: | |
| Format: | Conference Paper |
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University of Western Sydney
2008
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| Online Access: | http://hdl.handle.net/20.500.11937/39949 |
| _version_ | 1848755733679570944 |
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| author | Ramaseshan, Balasubramanian Kiat, Chia Peng |
| author2 | Daniela Spanjaard |
| author_facet | Daniela Spanjaard Ramaseshan, Balasubramanian Kiat, Chia Peng |
| author_sort | Ramaseshan, Balasubramanian |
| building | Curtin Institutional Repository |
| collection | Online Access |
| description | 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. |
| first_indexed | 2025-11-14T09:01:00Z |
| format | Conference Paper |
| id | curtin-20.500.11937-39949 |
| institution | Curtin University Malaysia |
| institution_category | Local University |
| last_indexed | 2025-11-14T09:01:00Z |
| publishDate | 2008 |
| publisher | University of Western Sydney |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | curtin-20.500.11937-399492022-12-07T06:50:49Z Factors influencing implementation of CRM technology among small and medium sized enterprises Ramaseshan, Balasubramanian Kiat, Chia Peng Daniela Spanjaard Sara Denize Neeru Sharma Singapore Small and medium-sized enterprise Customer relationship management 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. 2008 Conference Paper http://hdl.handle.net/20.500.11937/39949 University of Western Sydney fulltext |
| spellingShingle | Singapore Small and medium-sized enterprise Customer relationship management Ramaseshan, Balasubramanian Kiat, Chia Peng Factors influencing implementation of CRM technology among small and medium sized enterprises |
| title | Factors influencing implementation of CRM technology among small and medium sized enterprises |
| title_full | Factors influencing implementation of CRM technology among small and medium sized enterprises |
| title_fullStr | Factors influencing implementation of CRM technology among small and medium sized enterprises |
| title_full_unstemmed | Factors influencing implementation of CRM technology among small and medium sized enterprises |
| title_short | Factors influencing implementation of CRM technology among small and medium sized enterprises |
| title_sort | factors influencing implementation of crm technology among small and medium sized enterprises |
| topic | Singapore Small and medium-sized enterprise Customer relationship management |
| url | http://hdl.handle.net/20.500.11937/39949 |