Nurul  Hafizah Md Nasruddin, Fararishah  Abdul Khalid, 
    The Influence of Internal and External Forces in Adoption of Electronic
Customer Relationship Management (ECRM) in Malaysian SMEs,
    The Social Sciences,
    Volume 12,Issue 12,
    2017,
    Pages 2230-2235,
    ISSN 1818-5800,
    sscience.2017.2230.2235,
    (https://makhillpublications.co/view-article.php?doi=sscience.2017.2230.2235)
    Abstract: 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.
    Keywords: Customer relationship mangement;electronic Customer Relationship Management (eCRM);determinant factors;SMEs;influence factors;significant