The influence of e-CRM capability and co-information sharing activity on product competitiveness and marketing performance of small and medium-sized enterprises

Q2 Business, Management and Accounting

International Journal of Electronic Customer Relationship Management Pub Date : 2018-03-06 DOI:10.1504/IJECRM.2018.10011239

Elia Ardyan, Gita Sugiyarti

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引用次数: 11

Abstract

The purpose of this study is to test the influence of electronics customer relationship management (e-CRM) and co-information sharing on product competitiveness and small and medium-sized enterprises (SMEs) performance marketing in Indonesia. The samples in this research were 350 respondents as the owners or managers of SMEs in Indonesia. The analysis in this study was structural equation modelling (SME). Amos 21 version was used in processing the data. In this research, e-CRM is one of the important stimulating factors for increasing co-information sharing activity. The increase of co-information sharing activity will influence the increase of product competitiveness and SMEs marketing performance. One of the contributions of this research is that the companies' ability to relate to their customers by e-CRM will influence the intensity and the quality of co-information sharing activity. The managerial contribution in this research is that choosing appropriate media can make the interaction easier between...

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电子CRM能力和协同信息共享活动对中小企业产品竞争力和营销绩效的影响

本研究的目的是测试印尼电子客户关系管理(e-CRM)和共同信息共享对产品竞争力和中小企业(SMEs)绩效营销的影响。本研究的样本为350名受访者，作为印尼中小企业的所有者或管理者。本研究采用结构方程模型(SME)进行分析。数据处理采用Amos 21版本。在本研究中，e-CRM是增加共同信息共享活动的重要刺激因素之一。共同信息共享活动的增加将影响产品竞争力的提高和中小企业营销绩效。本研究的贡献之一是公司通过e-CRM与客户建立联系的能力将影响共同信息共享活动的强度和质量。在本研究中，管理层的贡献是选择合适的媒体可以使……更容易互动。

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来源期刊

International Journal of Electronic Customer Relationship Management Business, Management and Accounting-Business, Management and Accounting (all)

CiteScore

1.30

自引率

0.00%

发文量

期刊介绍： The aim of IJECRM is to provide an international forum and refereed reference in the field of electronic customer relationship management (ECRM). It also addresses the interaction, collaboration, partnership and cooperation between small and medium sized enterprises (SMEs) and larger enterprises in a customer relationship. More innovative analysis and better understanding of the complexity involved in a customer relationship are essential in today''s global businesses. Therefore, manuscripts offering theoretical, conceptual, and practical contributions for ECRM are encouraged. Topics covered include: -Electronic customer relationship management (ECRM) -CRM strategy, marketing, technology and software -Custom marketing and sales management -Customer lifetime value, loyalty, satisfaction, behaviour, databases -Issues for implementing CRM systems/solutions for CRM problems -Tools for capturing customer information, managing/sharing customer data -Partner relationship management, strategic alliances/ partnerships -Business to business market (B2B), business to consumer market (B2C) -Enterprise resource planning (ERP) -Supply chain dynamics and uncertainty, supplier relationship management (SRM) -E-commerce customer relationships on the internet -Supply chain management, channel management, demand chain management -Manufacturing, logistics and information technology/systems -Supplier and distribution networks, international issues -Performance measurement/indicators, research, modelling