THE IMPACT OF CUSTOMER RELATIONSHIP MANAGEMENT ON SMALL AND MEDIUM ENTERPRISES PERFORMANCE

Authors

  • Siti Hajar Mohamad Faculty of Technology Management and Technopreneurship
  • Norfaridatul Akmaliah Othman
  • Juhaini Jabar
  • Izaidin Abdul Majid
  • Mohd Fauzi Kamarudin Centre for Languages and Human Development

Abstract

The customer relationship management (CRM) is getting more and more a key strategy for large and small companies. In particular, small and medium enterprise (SMEs) have to implement CRM practices into their business operations in order to strategize on establishing high performance and valueadded technical and innovative capabilities, and competitive advantages over rivals. The aim of this research is to examine the motives for which Malaysia’s SMEs adapt the elements of CRM practices with particular reference to whether this has impact on organizational performance. This research proposed a conceptual model for SMEs organizations to highlight the importance of practicing customer relationship. The model then enables several empirically testable propositions that are relevant to develop a survey instrument for this study.

Downloads

Published

2015-04-20

How to Cite

Mohamad, S. H., Othman, N. A., Jabar, J., Abdul Majid, I., & Kamarudin, M. F. (2015). THE IMPACT OF CUSTOMER RELATIONSHIP MANAGEMENT ON SMALL AND MEDIUM ENTERPRISES PERFORMANCE. Journal of Technology Management and Technopreneurship (JTMT), 2(2). Retrieved from https://jtmt.utem.edu.my/jtmt/article/view/242

Issue

Vol. 2 No. 2 (2014)

Section

Journal of Technology Management and Technopreneurship

License

Authors who publish with this journal agree to the following terms:

  1. Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution-By 4.0 (CC BY 4.0)  that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
  2. Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
  3. Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access).