Title: Technology dimension of CRM: the orientation level and its impact on the business performance of SMEs in Malaysia

Authors: Hishamuddin Bin Ismail, Dilruba Talukder, Mohammad Fateh Ali Khan Panni

Addresses: Multimedia University, Melaka Campus, Jalan Ayer Keroh Lama, Bukit Beruang, 75450 Melaka, Malaysia. ' Multimedia University, Melaka Campus, Jalan Ayer Keroh Lama, Bukit Beruang, 75450 Melaka, Malaysia. ' Multimedia University, Melaka Campus, Jalan Ayer Keroh Lama, Bukit Beruang, 75450 Melaka, Malaysia

Abstract: CRM is the most popular issue in today|s business world. In spite of its tremendous importance very few literatures attempt to investigate the relationship between CRM and business performance. In order to fill this gap this paper attempts to empirically investigate the orientation level of CRM in terms of technology dimension and its impact on business performance. Moreover, due to their growing importance, the SMEs will be considered as the focus of the study. The findings revealed that the CRM technology dimension was found to have a significant influence on the business performance of the SMEs in Malaysia.

Keywords: customer relationship management; CRM; SMEs; small and medium-sized enterprises; technology; information flow; information capture; information usage; business performance.

DOI: 10.1504/IJECRM.2007.014423

International Journal of Electronic Customer Relationship Management, 2007 Vol.1 No.1, pp.16 - 29

Published online: 05 Jul 2007 *

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