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eCRM capabilities of SMEs: a model and its relationships

eCRM capabilities of SMEs: a model and its relationships
eCRM capabilities of SMEs: a model and its relationships
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
electronic-customer relationship management (eCRM), sme, ireland
7-46
Harrigan, Paul
5b2e06f8-2065-4ed4-a5c6-f0e5601fbc4a
Schroeder, Andreas
a65d1011-bca9-4e36-aea6-6c5616e5995c
Qureshi, Israr
c069f9a2-bed3-452f-bbd8-0e774cae3c90
Fang, Yulin
18d49b74-ca2d-4727-bbf0-34a27f0bd542
Ramsey, Elaine
2ee97a35-0035-42dc-945b-5c9fc212f8a5
Ibbotson, Patrick
514a461e-405f-4957-bf6d-38bbc3d09581
Meister, Darren
47406da6-bb43-42cb-bf20-a00868a3aad2
Harrigan, Paul
5b2e06f8-2065-4ed4-a5c6-f0e5601fbc4a
Schroeder, Andreas
a65d1011-bca9-4e36-aea6-6c5616e5995c
Qureshi, Israr
c069f9a2-bed3-452f-bbd8-0e774cae3c90
Fang, Yulin
18d49b74-ca2d-4727-bbf0-34a27f0bd542
Ramsey, Elaine
2ee97a35-0035-42dc-945b-5c9fc212f8a5
Ibbotson, Patrick
514a461e-405f-4957-bf6d-38bbc3d09581
Meister, Darren
47406da6-bb43-42cb-bf20-a00868a3aad2

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).

Record type: Article

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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More information

Published date: 2011
Keywords: electronic-customer relationship management (eCRM), sme, ireland

Identifiers

Local EPrints ID: 71355
URI: http://eprints.soton.ac.uk/id/eprint/71355
PURE UUID: 171b4df5-8c2d-4fa1-af6d-91709606641b

Catalogue record

Date deposited: 05 Feb 2010
Last modified: 13 Mar 2024 20:25

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Contributors

Author: Paul Harrigan
Author: Andreas Schroeder
Author: Israr Qureshi
Author: Yulin Fang
Author: Elaine Ramsey
Author: Patrick Ibbotson
Author: Darren Meister

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