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

Jarad, Rajendra and Palacios Fernández, Miguel and Tafur Segura, José Javier and Gulati, Kirti and Jain, Rakesh (2011). E-CRM in SMEs: an exploratory study in Sangammer region of Maharashtra in India. In: "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.

Description

Title: E-CRM in SMEs: an exploratory study in Sangammer region of Maharashtra in India
Author/s:
  • Jarad, Rajendra
  • Palacios Fernández, Miguel
  • Tafur Segura, José Javier
  • Gulati, Kirti
  • Jain, Rakesh
Item Type: Presentation at Congress or Conference (Article)
Event Title: XV Congreso de Ingeniería de Organización y 5th International Conference on Industrial Engineering and Industrial Management
Event Dates: 07/09/2011 - 09/09/2011
Event Location: Cartagena, Murcia, España
Title of Book: Actas de el XV Congreso de Ingeniería de Organización y 5th International Conference on Industrial Engineering and Industrial Management
Date: 2011
Subjects:
Freetext Keywords: E-CRM, SMEs, India
Faculty: E.T.S.I. Aeronáuticos (UPM)
Department: Ingeniería de Organización, Administración de Empresas y Estadística
Creative Commons Licenses: Recognition - No derivative works - Non commercial

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Abstract

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.

More information

Item ID: 12505
DC Identifier: http://oa.upm.es/12505/
OAI Identifier: oai:oa.upm.es:12505
Official URL: http://www.cio2011.org/
Deposited by: Memoria Investigacion
Deposited on: 08 Aug 2012 08:13
Last Modified: 21 Apr 2016 11:46
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