Universiti Sains Islam Malaysia
Customer Relationship Management (CRM) systems are very common in large companies. However, CRM systems are not very common in Small and Medium sized Enterprises (SMEs). Most SMEs do not implement CRM systems due to several reasons, such as lack of knowledge about CRM or lack of resources or expertise to implement CRM system. SMEs have to start implementing Information Systems (IS) technology into their business operations in order to improve business values and gain more competitive advantage over rivals. CRM system has the potential to help improve the business value and competitive capabilities of SMEs. Most SMEs do not realize the potential and benefits that CRM system can bring, and there are so many options available now for them to implement CRM system.