SWIS: Web-based Intelligent System of Intellectual Capital for SME in Thailand

In the knowledge economy, Intellectual Capital (IC) has been reported as the new measure for enterprise values, intangible assets and economic performances. Customer Relationship Management (CRM) has also been recognized as a new paradigm of business services. However, the knowledge about IC and customer services in Thailand is very limited according to the very few studies reported up to now. In order to overcome these difficulties, the Web based Intelligent System for SME has been developed to provide knowledge and serve as an intelligent system for measuring the Intellectual Capital and CRM for SMEs in Thailand. The performance of this Web-based system has been evaluated by 10 Thai SMEs. Results revealed that participants in the evaluation are satisfied with the system and they are willing to use it in the near future

CUSTOMER RELATIONSHIP MANAGEMENT DALAM MENINGKATKAN BISNIS HANDICRAFT DI KALIMANTAN TENGAH

This study aims to improve the business performance of handicraft SMEs in Central Kalimantan with customer relationship management and dynamic marketing capabilities. The theory of dynamic capability research states that business performance is a measure of business success with dynamic capabilities with the business environment and the application of relationship-based business strategies with consumers. This type of research is quantitative and conducted on 100 SME business actors who produce attractive and quality handicrafts and culture-based products. Based on the results of the analysis with SEM AMOS shows that CRM can increase DMC significantly by 53%, DMC can increase BF significantly by 69%, and the CRM variable on BF is not significant directly. The implications of the results of this research can be a reference for handicraft businesses in Central Kalimantan to implement dynamic marketing and be able to survive in the midst of uncertain business turbulence with the existence of customer relationship management in improving business performanc

Implementation of IT-Business Alignment Model in the SMEs sector

The development of enterprises depends on the effective use of IT and e-business solutions. It is tied to the skillful investment, based on the long-haul and strategic decisions adapted from the BITA (Business IT Alignment) models. However, it appears that the workshop that supports professionally the BSC(IT) project work, in practice, is so complex and laborious, that it is destined principally for the large enterprises. This article, based on actual reports, depicts a certain distance between the companies. That distance, when left to itself, will eventually make the development of the small and medium-sized enterprises impossible

The application of the TOE framework to the adoption of CRM by SMEs in KwaZulu Natal

Purpose: Small And Medium Enterprises (SMEs) play an important role in the development of economies despite a plethora of problems that stifle their growth. The study unpacked the application of the Technological, Organisational, Environmental (TOE) framework as a guide for the adoption of CRM strategies. Design/methodology/approach: A quantitative research method was used to evaluate these factors. The adoption of Customer Relationship Management (CRM) is one of the solutions that can help SMEs to endure and overcome economic hardships. Findings: The benefits  that can be derived from CRM are too compelling to pass up the opportunity and indeed, the future prosperity of SMEs may lie in CRM adoption. Research limitations/implications: Even though technological, environmental, organisational factors are paramount,  education, stood out as the major driver of adoption. Practical implications: This study therefore concludes that the TOE framework needs to be extended by education and contextualised to the geo-political and social settings of the SMEs under investigation. Originality/value: This paper is original Paper type: a Research Pape

L’analyse des variables explicatives de l’adoption du Social CRM par les PME de Tourisme au Maroc : Résultats d’une étude exploratoire

Le « Social CRM » est un nouveau paradigme qui a récemment émergé pour décrire l’utilisation des médias sociaux en faveur de la gestion de la relation client. Aujourd’hui, le « Social CRM » offre aux entreprises l’opportunité d’être à l’écoute des clients et de pouvoir créer de la valeur en partenariat avec eux. L’objectif de ce papier est d’expliquer l’adoption du « Social CRM » par les PME de tourisme au Maroc. Il propose un modèle conceptuel regroupant différents facteurs déterminants de l’adoption, et qui a pour fondement théorique la théorie d’adoption des innovations de Rogers et le cadre TOE de Tornatzky and Fleischer 1990. Pour apporter des éléments de réponse à notre problématique de recherche, nous avons mené une première étude exploratoire auprès d’une dizaine de PME à la région Tanger-TétouanAl Hoceima. L’analyse des résultats a été faite à l’aide du logiciel N vivo12. L’analyse a montré que les principaux facteurs influençant l’adoption du « Social CRM », sont le soutien du Top Management, les connaissances des employés en SI, l’avantage relatif, la compatibilité, la facilité d’utilisation, la testabilité, l’observabilité des résultats, et la pression concurrentielle. Aussi bien, un nouveau groupe de facteurs est à ajouter au modèle initial qui sont les caractéristiques liées au dirigeant de la PME. Pour pouvoir généraliser les résultats, une nouvelle étude quantitative confirmatoire sera mise en œuvre à l’échelle nationale. « Social CRM » is a new paradigm that has recently emerged to describe the use of social media for Customer Relationship Management. Today, the “Social CRM” offers companies the opportunity to communicate with customers and create value in partnership with them. The purpose of this paper is to explain the adoption of “Social CRM” by tourism SMEs in Morocco. It proposes a conceptual model of different adoption determinants, based on the theoretical theory of adoption of Rogers innovations and the Tornatzky and Fleischer 1990 TOE framework. To provide some answers to our research problem, we conducted an initial exploratory study among a dozen SMEs in the Tangier-Tetouan-Al Hoceima region. The results were analysed using the N vivo12 software. The analysis showed that the main factors influencing the adoption of the «Social CRM», are the support of Top Management, the knowledge of employees in IS, the relative advantage, the compatibility, the ease of use, the testability, the observability of the results, and competitive pressure. Thus, a new group of factors is to be added to the initial model, which are the characteristics related to the SME leader. In order to generalize the results, a new confirmatory quantitative study will be implemented at a national level

Customer relationship management: digital transformation and sustainable business model innovation

[EN] The point of departure for this study is the understanding of customer relationship management (CRM) as a set of technological solutions key for efficient business management, the benefits of which, highlighted by previous works, are presented and defined here as crucial for entrepreneurial success. Of particular interest for this purpose are the existing studies on sustainability, which provide a viable research model to assess and validate the potential effect of each CRM component (sales, marketing, and services) on the three dimensions of sustainability (economic, environmental, and social). Upon confirmation of our hypotheses, the subsequent validation of such model should bring a better understanding of the way in which CRM-related benefits may increase the positive impact of its components on each dimension of sustainability. CRM can hence be considered a sort of Green IT, oriented toward digital transformation and sustainable business model innovation. 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Social Listening Practices towards Social CRM and Customer Relationship Performance in the Fast-Food Industry in Sri Lanka

This study is carried out to identify the impact of social listening practices on social CRM and customer relationship performance in the fast-food industry in Sri Lanka. The target population for this study included the internal stakeholders from the organizations in the fast-food industry located in the Colombo metropolitan area which uses social media. The data was obtained via a structured questionnaire using a sample of 150 registered organizations. The time horizon was cross-sectional, and data were analyzed through both descriptive and inferential analysis. Based on the Resource-Based View (RBV) and the Capabilities Based Perspective, especially the dynamic capabilities theories, the conceptual model of this research study was developed by expecting that, organizations in the fast-food industry in Sri Lanka can exploit capabilities which are social listening practices and social CRM capabilities and resources which are customer relationship orientation and social media technology usage to obtain higher customer relationship performance.  Further, gain a competitive advantage over their competitors by effectively utilizing such resources. This is one of the few papers to exclusively focus on the impact of social listening practices on social CRM and customer relationship performance in the fast-food industry in Sri Lanka. The findings of this study have important implications for the fast-food industry in Sri Lanka. Keywords: Customer Relationship Management (CRM); Customer Relationship Orientation (CRO); Customer Relationship Performance; Social Customer Relationship Management (Social CRM) capabilities; Social media technology; Fast-food industr

Effect of Social Media Usage and Entrepreneurial Marketing on The Success of Organic Processed Food MSMEs

Social media usage has been adopted by entrepreneurs to achieve business goal. The rise of health and sustainability awareness has opened an opportunity for entrepreneurs to start organic processed food business despite the marketing obstacle about organic food informations. Entrepreneurial marketing is considered as a more appropriate marketing approach for limitation in MSMEs which is able to indicate the perception of entrepreneurs who use the social media for overcoming technology and information resource obstacle. This study was aimed to analyze effect of social media usage and entrepreneurial marketing on the success of organic processed food MSMEs based on the analysis of Structural Equation Modelling (SEM) with Partial Least Squares (PLS). The study was conducted on Komunitas Organik Indonesia in Greater Jakarta (Jabodetabek) with a total population of 400 MSMEs from December 2020 to March 2021. The data source used was primary data that was collected from 63 respondents which use social media on business need. Based on result of SEM analysis, the use of social media for marketing, customer relation and service, and accessibility of information have a significant and positive effect on entrepreneurial marketing. Moreover, social media usage for marketing and information accessibility was found to have direct effect which could increase business success even though social media usage for customer relation and service did not affect business success. On the other hand, entrepreneurial marketing also directly influenced business success. The use of social media together with application of entrepreneurial marketing will have effect on business success. Keywords: social media usage, entrepreneurial marketing, business success, MSMEs of organic processed food, SEM-PL

Nikita Cabeleireiros wants to improve the efficiency of its customer relationship management by adopting an appropriate CRM strategy

The positions SMBs (Small and Medium Businesses) have in national economies have been increasing, being extremely important to the development of the economies. SMBs are seeking more and more CRM applications, for this reason, CRM as been having a rapid development in the last years. My master project will study a CRM implementation on Nikita Cabeleireiros, a small business in a common local market, and examine the CRM key risks and benefits. Another concept is presented, CEM (Customer experience Management), as the next competitive advantage and differentiator factor between SMBs. The literature review resulted from an intensive research and will analyze previous research concerning the topics mentioned above. The outcome of this research shows that SMBs should embrace a customer-centric strategy, as CRM strategy, in order to achieve higher customer service which will lead to higher customer retention and customer loyalty. This study should be a useful tool to SMBs adopting CRM and to initiate further investigation regarding these topics.A posição que as PMEs (Pequenas e Médias Empresas) ocupam nas economias nacionais tem vindo a crescer, sendo extremamente importantes para o desenvolvimento das economias. A procura de aplicações de CRM nas PMEs tem vindo a aumentar, por esta razão, a estratégia de CRM tem apresentado um rápido desenvolvimento nos últimos anos. A minha tese de mestrado, consiste num estudo aprofundado sobre a implementação de uma estratégia de CRM na Nikita Cabeleireiros, uma PME num mercado comum. Examina, também, os principais riscos e benefícios da implementação de uma estratégia de CRM. Outro conceito é apresentado, CEM (Gestão das experiências do cliente), como próximo factor competitivo e elemento de diferenciação entre PMEs. A revisão da literatura resulta de uma pesquisa intensiva e analisa artigos e documentos referente aos tópicos anteriormente mencionados. O resultado desta pesquisa mostra que PMEs devem “abraçar” uma estratégia focada no cliente, tal como a estratégia de CRM, com a finalidade de melhorar o serviço ao cliente o que irá aumentar a taxa de retenção dos clientes e a respectiva, lealdade. Este estudo acredito que será uma evidência útil para as PMEs adoptarem um estratégia de CRM e iniciar mais investigações relativamente a estes tópicos