The adoption of customer relationship management (CRM) technology in SMEs: An empirical study

Purpose - The aim of this paper is to use an innovation decision process to examine CRM technology adoption in small to medium-sized enterprises and its intrinsic link to the nature of the organisation and the individuals within it. Design/methodology/approach - A survey was administered to SMEs in...

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Veröffentlicht in:	Journal of small business and enterprise development 2013-01, Vol.20 (4), p.824-848
Hauptverfasser:	Nguyen, ThuyUyen H., Waring, Teresa S.
Format:	Artikel
Sprache:	eng
Schlagworte:	Alliances Brand loyalty Customer relationship management Customer retention Customers Information technology Market positioning Marketing Population Small & medium sized enterprises-SME Studies Success Technology Acceptance Model Technology adoption
Online-Zugang:	Volltext
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