TY  - JOUR
T1  - The Influence of Internal and External Forces in Adoption of Electronic
Customer Relationship Management (ECRM) in Malaysian SMEs
AU - Hafizah Md Nasruddin, Nurul AU - Abdul Khalid, Fararishah 
JO  - The Social Sciences
VL  - 12
IS  - 12
SP  - 2230
EP  - 2235
PY  - 2017
DA  - 2001/08/19
SN  - 1818-5800
DO  - sscience.2017.2230.2235
UR  - https://makhillpublications.co/view-article.php?doi=sscience.2017.2230.2235
KW  - Customer relationship mangement
KW  -electronic Customer Relationship Management (eCRM)
KW  -determinant factors
KW  -SMEs
KW  -influence factors
KW  -significant
AB  - Information Technology (IT) plays a significant role in today’s business competition. A prominent
role is that it helps a firm to manage relationships with customers effectively. Today’s online consumer has
more complex needs and much higher expectations than ever before. Online business communities are fast
emerging as new organizational tools for customer relationship management, marketing, brand management and
for a multitude of other purposes such as building strong online trust and reciprocity. To support this
capability, Customer Relationship Management (CRM) is evolving into electronic Customer Relationship
Management (eCRM). Electronic Customer Relationship Management (eCRM) has become the latest paradigm
in the world of Customer Relationship Management.
ER  -