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

Pius M Achuama, Abel Usoro

Research output: Contribution to journalArticlepeer-review


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
Issue number2
Publication statusPublished - 2010

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