E-CRM in SMEs: an exploratory study in Sangammer region of Maharashtra in India

Jarad, Rajendra; Palacios Fernández, Miguel; Tafur Segura, José Javier; Gulati, Kirti y Jain, Rakesh (2011). E-CRM in SMEs: an exploratory study in Sangammer region of Maharashtra in India. En: "XV Congreso de Ingeniería de Organización y 5th International Conference on Industrial Engineering and Industrial Management", 07/09/2011 - 09/09/2011, Cartagena, Murcia, España. pp. 758-760.

Descripción

Título: E-CRM in SMEs: an exploratory study in Sangammer region of Maharashtra in India
Autor/es:
  • Jarad, Rajendra
  • Palacios Fernández, Miguel
  • Tafur Segura, José Javier
  • Gulati, Kirti
  • Jain, Rakesh
Tipo de Documento: Ponencia en Congreso o Jornada (Artículo)
Título del Evento: XV Congreso de Ingeniería de Organización y 5th International Conference on Industrial Engineering and Industrial Management
Fechas del Evento: 07/09/2011 - 09/09/2011
Lugar del Evento: Cartagena, Murcia, España
Título del Libro: Actas de el XV Congreso de Ingeniería de Organización y 5th International Conference on Industrial Engineering and Industrial Management
Fecha: 2011
Materias:
Palabras Clave Informales: E-CRM, SMEs, India
Escuela: E.T.S.I. Aeronáuticos (UPM) [antigua denominación]
Departamento: Ingeniería de Organización, Administración de Empresas y Estadística
Licencias Creative Commons: Reconocimiento - Sin obra derivada - No comercial

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Resumen

Although there are many definitions of SME's there is no globally accepted definition of a small or medium-sized enterprise. Small Medium Enterprises (SME) the catalyst in economic growth & development of the country, are facing tough competition in market place and in establishing themselves as credible supplier of quality product and services. In India they are producing more than 8000 different products. The common perception is that small to medium businesses have very little options in terms of CRM solutions. This is clearly not the case. SME's now have a lot of options and can exercise same. Businesses are shifting from product centric to customer centric. Long before the advent of technology, businesses have always recognized that the customer is the soul of every business. Businesses try to have personal relationship with their customers. Moving towards customer centric approach is a multi prolonged efforts that requires transformation of process, culture and strategy from top level to every individual employee. Technology has a crucial role in providing tools and infrastructure to support this. CRM supports SMEs in their business customer loyalty.

Más información

ID de Registro: 12505
Identificador DC: http://oa.upm.es/12505/
Identificador OAI: oai:oa.upm.es:12505
URL Oficial: http://www.cio2011.org/
Depositado por: Memoria Investigacion
Depositado el: 08 Ago 2012 08:13
Ultima Modificación: 21 Abr 2016 11:46
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