Metrics

  • citations in SCIndeks: 0
  • citations in CrossRef:0
  • citations in Google Scholar:[]
  • visits in previous 30 days:3
  • full-text downloads in 30 days:0

Contents

article: 4 from 7  
Back back to result list
2012, vol. 58, iss. 2, pp. 237-244
Establishing CRM in small enterprises
University of Novi Sad, Faculty of Economy, Subotica
Keywords: CRM; small enterprise; eCRM; competitive advantage; CRM strategy
Abstract
CRM business strategy can help small enterprises overcome their competitors and provide additional value to their customers. Unlike big companies, little attention is devoted to addressing the CRM-related problem of small enterprises. CRM is a enterprise strategy that can be applied within the company regardless of the size of the company or the amount of goods or services sold; large and small enterprises assess the quality of customer service, customer loyalty, which are less sensitive to price changes and recognize that attracting new customers is expensive. This paper explores the advantages and disadvantages in managing relationships with customers within the small enterprise unit.
References
*** (2011) Top 10 CRM software products for small businesses. http://www.smallbizcrm.com/top-crm-software.html, zadnja poseta 16.11
Chen, J., Popovich, K. (2003) Understanding Customer Relationship Management (CRM): People, process and technology. Business Process management Journal, vol. 9, br. 5, str. 672-688
Domazet, I. (2007) Unapređenje konkurentnosti preduzeća primenom CRM strategijskog koncepta. Beograd: Ekonomski institut
Goldenberg, B.J. (2008) CRM in real time: Empowering customer relationships. Medford, New Jersey: Information Today, Inc
Greenberg, P. (2004) CRM-At the speed of light: Essential customer strategies for the 21st century. New York: McGraw-Hill
Halligan, B. (2006) Why CRM initiatives fail at small businesses and startups. http://blog.hubspot.com/blog/tabid/6307/bid/52/Why-CRM-Initiatives-Fail-At-Small-Businesses-and-Startups.aspx, zadnja poseta 08.11.2011
Hanić, H. (2010) Savremeni koncepti marketing menadžmenta. in: Međunarodna naučna konferencija Menadžment 2010, Kruševac, 17-18, Zbornik radova, 1-6
Kotler, P., Keller, K.L. (2006) Marketing management. New Jersey: Pearson Education
Mehta, A. (2011) Strategic entrepreneurship: An integrated innovative entrepreneurship process for CRM implementation at Indian SMEs. Elixir Adv Engg Info, vol 39, 4714-4721
Milović, B. (2011) The basic reasons for the failure of CRM implementation. in: Eighth AIMS International Conference on Management, Ahmedabad: AIMS, pp. 1-4
Peppers, D., Rogers, M. (2004) Managing customer relationships. New York, itd: Wiley
Puhakainen, J., Malinen, P. (2008) Business models that matter- towards a classification of business models in SME context. in: Advancing Small Business and Entrepreneurship, Halifax: International Council for Small Business World Conference
Torggler, M. (2008) The functionality and usage of Crm systems. World Academy of Science, 300-308
Tumbas, P. (2004) E-marketing i automatizacija upravljanja odnosima sa kupcima. Anali Ekonomskog fakulteta u Subotici, (11): 105-111
Turban, E., Mclean, E., Wetherbe, J. (2003) Informaciona tehnologija za menadžment. Beograd: Zavod za udžbenike i nastavna sredstva
Urbanskiene, R., Daiva, Ž., Chreptavichiene, V. (2008) The model of creation of customer relationship management (CRM) system. Engineering Economics, 51-58
 

About

article language: Serbian
document type: Professional Paper
published in SCIndeks: 22/03/2013