Dancing with the stars: e-CRM and SMEs in developing countries

Pius M Achuama, Abel Usoro

Research output: Contribution to journalArticle

Abstract

Customer relationship management (CRM) with its current use of technology often termed
electronic CRM (eCRM) is widely recognized as inevitable in modern business. However, little
or no research has been carried out on eCRM in developing countries where small to medium
enterprises (SMEs) abound and are the mainstay of such economies. This paper takes this
challenge up by performing a thorough literature review, using Nigeria as a case study and
developing a framework for a successful eCRM. (even when the “e” is dropped, modern CRM
incorporates information technology) This framework was operationalised into a questionnaire
and tested by survey and statistical analysis using chi-square and Cramer‟s V models. The results
and their implications to developers, vendors and other interested parties are discussed.
Keywords: Customer, Relationship, Management, Technology, Information, Business, SME.
Original languageUndefined/Unknown
Pages (from-to)68
Number of pages1
JournalJournal of Economic Development, Management, IT, Finance and Marketing
Volume2
Issue number2
Publication statusPublished - 2010

Cite this

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Dancing with the stars: e-CRM and SMEs in developing countries. / Achuama, Pius M; Usoro, Abel.

In: Journal of Economic Development, Management, IT, Finance and Marketing, Vol. 2, No. 2, 2010, p. 68.

Research output: Contribution to journalArticle

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AB - Customer relationship management (CRM) with its current use of technology often termedelectronic CRM (eCRM) is widely recognized as inevitable in modern business. However, littleor no research has been carried out on eCRM in developing countries where small to mediumenterprises (SMEs) abound and are the mainstay of such economies. This paper takes thischallenge up by performing a thorough literature review, using Nigeria as a case study anddeveloping a framework for a successful eCRM. (even when the “e” is dropped, modern CRMincorporates information technology) This framework was operationalised into a questionnaireand tested by survey and statistical analysis using chi-square and Cramer‟s V models. The resultsand their implications to developers, vendors and other interested parties are discussed.Keywords: Customer, Relationship, Management, Technology, Information, Business, SME.

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