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Identifying Critical Success Factors for Adopting CRM in Small: A Framework for Small and Medium Enterprises

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Software Engineering Research, Management and Applications 2012

Part of the book series: Studies in Computational Intelligence ((SCI,volume 430))

Abstract

Economic globalization and Information Technology development have intensified the competition among modern enterprises, independent of the trade and sector in which they develop. In this intense battle, the customer relationship has arisen as an important resource for establishing a competitive position against the rest of competitors. Customer Relationship Management (CRM), particularly, is a new technology, strategy and idea that provides overall guidelines and support for business in the construction, maintenance and management of customer relationships. However,CRM implementation into Mexican Small and Medium Enterprises (SMEs), is, until now, a field under continuous exploration which mainly generates recommendations about success and failure factors. However, there is evidence about the success of CRMin developing countries that enables countries to establish a comparative basis. This paper provides an exploratory study about CRM experiences in developing countries’ SMEs, and presents a framework which implements the minimal requirements identified for this kind of enterprises in Mexico.

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Authors and Affiliations

  1. Technological University of the Mixtec Region, Huajuapan de Leon, Mexico

    I. Garcia & C. Pacheco

  2. RagaSoft Inc., Huajuapan de Leon, Mexico

    A. Martinez

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  1. I. Garcia
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  2. C. Pacheco
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  3. A. Martinez
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Correspondence to I. Garcia .

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  1. Software Engineering & Information, Technology Institute, Central Michigan University, Mt. Pleasant, 48859, USA

    Roger Lee

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Garcia, I., Pacheco, C., Martinez, A. (2012). Identifying Critical Success Factors for Adopting CRM in Small: A Framework for Small and Medium Enterprises. In: Lee, R. (eds) Software Engineering Research, Management and Applications 2012. Studies in Computational Intelligence, vol 430. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-30460-6_1

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  • DOI: https://doi.org/10.1007/978-3-642-30460-6_1

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