Examining CRM and ECRM Adoption by Greek Firms
International Journal of Systems Engineering
Volume 3, Issue 2, December 2019, Pages: 17-24
Received: Mar. 14, 2019; Accepted: Sep. 17, 2019; Published: Dec. 16, 2019
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Author
Irene Samanta, Department of Business Administration, University of West Attica, Piraeus, Greece
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Abstract
The aim of this research is to investigate Customer Relation Marketing characteristics in Business to Business Relations that are developed between suppliers and clients taking into account parameters of Information Technology that have been created to enhance CRM in recent years. The continuous development of Information technologies and its interaction with marketing are a resource to create value for the customer. The research was conducted in 73 Greek companies using cross-tab analysis to investigate the possible relation of IT use and CRM adoption in B2B firms. CRM software in companies activities have a significant importance to improve the competitive advantage by understanding better customer needs. Fifty percent of worldwide projects on CRM systems are failing because marketing managers and CEO have the belief that CRM will solve all their company problems. CRM is not only used as a marketing and business tool but a complex combination tool that is applied in various business areas. CRM system aims to the creation of mutual satisfactory long term relationships between buyers and purchasers. The findings reveal that firms apply traditionally CRM processes such as sales and customer service even if they are aware of using Information Technologies in order to interact with clients.
Keywords
Customer Relationship Marketing, Information Technology, Business to Business
To cite this article
Irene Samanta, Examining CRM and ECRM Adoption by Greek Firms, International Journal of Systems Engineering. Vol. 3, No. 2, 2019, pp. 17-24. doi: 10.11648/j.ijse.20190302.11
Copyright
Copyright © 2019 Authors retain the copyright of this article.
This article is an open access article distributed under the Creative Commons Attribution License (http://creativecommons.org/licenses/by/4.0/) which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
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