Small and medium-sized businesses (SMEs) play a key role in the expansion of economies despite several obstacles to their growth. Utilizing customer relationship management is one of the tactics that can help SMEs endure and overcome financial issues (CRM). The benefits of CRM are too tremendous to pass up the possibility, and SMEs' ability to succeed in the future may depend on their use of the technology. The purpose of this study was to evaluate how the TOE framework had been applied to the uptake of CRM by SMEs in KwaZulu Natal. The study explained how to apply CRM strategies using the Technological, Organizational, and Environmental (TOE) framework as a guide. A quantitative research methodology was used to evaluate these variables. Even if organisational, environmental, and technological factors are important, adoption was shown to be mostly driven by education. The study's conclusions indicate that the TOE framework needs to be adjusted to the geopolitical and social situations of the SMEs under consideration.
Author(s) Details:
Cletos Garatsa,
Department of Applied Management, Durban University of Technology, South Africa.
Bongani Innocent Dlamini,
Department of Applied Management, Durban University of Technology, South Africa.
Please see the link here: https://stm.bookpi.org/CABEF-V3/article/view/7977
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