eCRM capabilities of SMEs: a model and its relationships

Harrigan, Paul, Schroeder, Andreas, Qureshi, Israr, Fang, Yulin, Ramsey, Elaine, Ibbotson, Patrick and Meister, Darren (2011) eCRM capabilities of SMEs: a model and its relationships. International Journal of Electronic Commerce, 15 (2), 7-46. (doi:10.2753/JEC1086-4415150201).

Abstract

Organizations today have a diversity of applications available to support the management of customer
relationships, namely electronic-customer relationship management (eCRM) applications. Despite the
growing need of understanding eCRM in small and medium-sized enterprises (SMEs), eCRM research is
largely focused on large organizations. Building on the theory of dynamic capabilities, this paper
examines the relationships among use of the internet infrastructure, eCRM capabilities, and their
resulting benefits through a survey across 286 SMEs in Ireland. Findings present significant theoretical
and practical contributions. It is posited that the ICT infrastructure strongly impacts eCRM capabilities
of SME’s. Further, it is posited that the level of ICT use impacts on eCRM capabilities. Ultimately, the
more proficient the eCRM capabilities, the higher the levels of benefits recorded for SME’s. Our eCRM
focused study provides a valuable theoretical contribution and also aims to inspire further research in
the SME context of this important area

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