CRM for SMEs

Today in the Information era, business' communication with their customers strongly depends on how quickly, responsively and accurately a business is able to respond to customers' queries, needs and demands. Conducted case study analysis of five small to medium enterprises (SMEs) identifies that SMEs require a system that would allow them to keep a record of their customer contact details; monitor communications they have with their customers about orders, products and services offered; and track and act upon customers' queries and feedback so that they can maintain a strong link with past customers and through these data develop knowledge about how best to market to the new ones. Based on the analysis of the SMEs requirements and the data available about the existing customer relationship management (CRM) systems, we have developed a prototype SME-CRM.