The Adoption Factors of e-CRM in Service Sector of Thai SMEs

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Provided by: International Association of Computer Science and Information Technology(IACSIT)
Topic: SMBs
Format: PDF
This paper presents a conceptual model and propositions for identifying the Small and Medium Enterprises (SMEs) factors of e-CRM adoption for improving SMEs benefits and their performances especially in service sector of SMEs. Specifically, this examines and explains the relationships among technology factors on e-CRM adoption; organization factors on e-CRM adoption; external factors or environment factors on e-CRM adoption and the relationships between SME perceive benefits on e-CRM adoption and SME performance which is the goal of adoption of e-CRM in SMEs in order to enhance of the SMEs performance. Suggestions for future research and empirical testing of propositions are offered.
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