ECRM technologies, capabilities and SME performance benefits

Paul Harrigan*, Andreas Schroeder, Israr Qureshi, Yulin Fang, Patrick Ibbotson, Elaine Ramsey, Darren Meister

*Corresponding author for this work

Research output: Contribution to conferencePaperpeer-review

Abstract

O rganizations 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.

Original languageEnglish
Publication statusPublished - 1 Dec 2008
Event12th Pacific Asia Conference on Information Systems: Leveraging ICT for Resilient Organizations and Sustainable Growth in the Asia Pacific Region, PACIS 2008 - Suzhou, China
Duration: 3 Jul 20087 Jul 2008

Conference

Conference12th Pacific Asia Conference on Information Systems: Leveraging ICT for Resilient Organizations and Sustainable Growth in the Asia Pacific Region, PACIS 2008
CountryChina
CitySuzhou
Period3/07/087/07/08

Keywords

  • Electronic-Customer Relationship Management (eCRM)
  • Ireland
  • SME

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