Please use this identifier to cite or link to this item: http://hdl.handle.net/10603/24904
Title: Adoption of CRM initiatives among the small and medium enterprises an analysis of factors and its impact on organizational characteristics
Researcher: Sudhakar, S
Guide(s): Sudharani Ravindran, D
Keywords: Customer relationship management
Enterprise resource planning
Management
Organizational characteristics
Small and medium enterprises
Upload Date: 10-Sep-2014
University: Anna University
Completed Date: 01/10/2013
Abstract: Small and Medium enterprises in India are over 3 million in number producing over 8000 items assume special significance for their role as a creator of large scale employment opportunities apart from contributing considerably to regional development and industrial production newlineexports The ebusiness technologies such as Customer Relationship Management or Enterprise Resource Planning are radical technologies that are transforming business models and processes resulting in the disruption of old industries and the creation of new ones It is seen that firms that newlineadopt radical technologies tend to be more successful The Indian SMEs must embrace technology by upgrading in their business operations to sustain and enhance their competitiveness to face the onslaught of products from multinational enterprises The key to survival for many SMEs is the ability to exploit new technology such as CRM to improve productivity and cost efficiency and generate new sales The research on CRM within the academic literature has primarily focused on installation issues such as gaining sponsor support IT infrastructure and training rather than on factors that influence when how and why firms adopt CRM and similar information technology In India the adoption of CRM is about 15 to 25 as per a few estimates made by CRM vendors newline
Pagination: xxi, 227p.
URI: http://hdl.handle.net/10603/24904
Appears in Departments:Faculty of Management Studies

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02_certificate.pdf7.58 kBAdobe PDFView/Open
03_abstract.pdf13.52 kBAdobe PDFView/Open
04_acknowledgement.pdf7.86 kBAdobe PDFView/Open
05_contents.pdf38.78 kBAdobe PDFView/Open
06_chapter1.pdf57.35 kBAdobe PDFView/Open
07_chapter2.pdf77.53 kBAdobe PDFView/Open
08_chapter3.pdf72.79 kBAdobe PDFView/Open
09_chapter4.pdf175.55 kBAdobe PDFView/Open
10_chapter5.pdf677.57 kBAdobe PDFView/Open
11_chapter6.pdf75.85 kBAdobe PDFView/Open
12_references.pdf102.06 kBAdobe PDFView/Open
13_publications.pdf8.98 kBAdobe PDFView/Open
14_vitae.pdf8.08 kBAdobe PDFView/Open


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