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Understanding Customer Relationship Management (CRM) Technology Adoption In SMEs: An Empirical Study In The USA

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Executive Summary

Customer Relationship Management Systems have been employed by large organizations for a number of years, but with the availability of inexpensive hardware and software and easy access to the Internet, Small and Medium-sized Enterprises (SMEs) are now starting to adopt CRM systems. This paper describes a study of the factors influencing CRM adoption in 126 SMEs in the retail, manufacturing and service sectors in Southern California. The factors considered were management characteristics, the firm's characteristics, employee characteristics, and IT resources.

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