The point of departure for this study is the understanding of customer relationship management (CRM) as a set of technological solutions key for efficient business management, the benefits of which...

Customer relationship management: digital transformation and sustainable business model innovation

This paper provided a novel definition of customer knowledge management (CKM) as the logical intersection of customer relationship management (CRM) and knowledge management (KM). The main aim was to investigate the digital technologies supporting small and medium enterprises (SMEs) operating in creative industries in their customer knowledge management strategies. To achieve this aim, a survey involving 73 handicraft and/or retail SMEs operating in luxury jewelry industry was conducted. The survey results pointed out that in a few years the scenario has changed and that surveyed SMEs make more intensive use of traditional technologies supporting customer knowledge management processes rather than more innovative digital technologies, which are also cheap and easy to use. This finding showed the difficulties of SMEs operating in creative industries to be responsive to the rapid technological changes that are affecting CKM, as well as the lack of support from information technology vendors in the decision-making process for choosing adequate digital systems.

Customer Knowledge Management in SMEs Facing Digital Transformation

ustomer relationship management is considered key to organizations' success in today's competitive environment. However, empirical evidence show mixed support to the impact of CRM initiatives on performance. Using the resourcebased view RBV of the firm, CRM is hypothesized as a distinctive capability that can lead to superior business performance. The study proposes four dimensions of CRM capability: CRM technology, CRM processes, customer orientation, and CRM organization. Data used to validate the research model were collected through cross sectional survey of large Egyptian companies. SEM was used to test the research hypotheses. All CRM proposed dimensions showed significant link to performance. However, when all impacts were considered simultaneously, CRM organization emerged as the only significant predictor of performance. Implications for theory and practice are presented.

The impact of crm capability dimensions on organizational performance

With increasing competition and quickly spreading of knowledge, the future of many businesses depend upon their ability to innovate. However, empirical and environmental scan evidence shows that low technological innovativeness of small and Medium Enterprises (SMEs) in Addis Ababa. Thus, this study examines barriers for technological innovation in SMEs. The data for the study was collected from four selected sub cities of Addis Ababa SMEs (Akaki, Bole, Kirkos and Yeka). The questionnaires were distributed randomly for 207 SME managers and/or owners to gather the needed information. The data gathered from managers or owners’ using ordinary scale was analyzed quantitatively. On the other hand, interview data from official of sub cities was analyzed qualitatively. The mean, mode, percentage, and correlation analyses were used to process variables and data analysis. The result of this study indicates that the major barriers of introducing or expanding technological innovation for the sampled SMEs are: lack of government policy and regulation, lack of technological and market information, inadequate research and development, high cost of innovation, organizational culture, size of enterprise, lack of skilled personnel, lack of finance and absence of cooperation. In addition, the comparative analysis indicate that, except government policy and regulation, organizational culture, size of enterprise & lack of skilled personnel, all other factors were considered to be an important barrier to industry level and both for Small and Medium Enterprises. Similarly, all factors have statistically significant relationship for Industry, Small and Medium specific, except lack of cooperation, it is statistically insignificant for SME’s specific technological innovation.

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Innovation and Barriers to Innovation: Small and Medium Enterprises in Addis Ababa

The study aim is identifying the role of ERP systems in improving CRM at Safeway Company of Jordan. Employees (No. 210) at Safeway-Jordan were recruited in the study. The researcher adopted a diagnostic descriptive approach, and constructed two tests to measure; the ERP systems and CRM in Safeway-Jordan. The correlation between ERP systems and CRM at Safeway from employee’s perspective was statistically significant. Considering the aforementioned findings, the study recommended that Safeway and other enterprises to use ERP systems and to implement them in prompting CRM for their effective role in improving CRM; it also recommends carefulness inhiring vendors and sales representatives.

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The Role of Enterprise Resource Planning Systems ERP in Improving Customer Relationship Management CRM: An Empirical Study of Safeway Company of Jordan

Purpose: This paper aims at exploring the theoretical foundations of customer relationship management and its relationship to the marketing performance from the several perspectives. Design/ methodology/approach : CRM was derived from systematic comparative analysis of the relevant relationship marketing literature , there are additional elements that relating to the important of focus on main customers , the organizational efficiency and customer knowledge management elements and their influence on the marketing performance. Findings: the study finings concluded positive relationship between CRM and marketing performance. In additional to , being effect of the dimensions of CRM on marketing performance in financial institutions. Originality / value: the study treats the question of CRM and its relationship marketing performance for marketing academicians and professionals by investigating structural relationship among focus on main customers, the organizational efficiency and customer knowledge management, and marketing performance.

Hisham Sayed Soliman

Papers

Customer Relationship Management and Its Relationship to the Marketing Performance