Search

This quantitative correlational research examined the correlations between customer relation-ship management (CRM) usage, product innovation, and customer satisfaction. The general problem was the lack of evidence indicating the use of CRM system as effective in improving small- to medi-um-size companies’ performance. Hence, the specific problem was to determine the beneficial use of a CRM system for customer satisfaction and product innovation. Data were gathered through sur-veymonkey.com. A total of 97 respondents were selected as sample from 10 small- to medium-size companies to answer the survey questions. Respondents were top managers, middle managers, and first-line managers of the selected organization. Statistics of the study were provided with the help of IBM Statistical Package for Social and Sciences version 23. The findings showed a strong correlation between the use of CRM system and customer satisfaction. They indicated the use of CRM system could improve the relationship with existing customers, could help attract prospective customers, and could win back former customers.

With contemporary technology, companies comprehend the need for a technological tool to direct their businesses relationships with customers. CRM system one of the modern inventions of technology that assist businesses to manage their information and to offer companies the whole view of each customer. This study used quantitative statistical methods to investigate the potential effect of the predictor CRM system on the criterion variable of customer satisfaction. The research provided a new survey instrument to assess the value-added of CRM systems in small- to medium-size companies in the United State (US) in terms of customer satisfaction. The findings of this study concluded that the utilize of CRM systems in business could improve customer satisfaction because customers become willing to purchase repeatedly, try the companies' other products or services, and eager to bring a new customer to the company. [ABSTRACT FROM AUTHOR]

In the last decade, businesses have been under pressure to find innovative ways to meet customers' expectations in an increasingly competitive market. In this vein, businesses have promoted customer relationship management (CRM) systems as a critical contributor to product innovation. This article used quantitative correlational design to examine the relationship between the use of CRM system in small to medium size companies in the United State (US) and product innovation. The data was collected from selected sample by answering SurveyMonkey's questions. IBM Statistical Package for Social and Sciences (SPSS) system, version 23 was used for tabulating and achieving a reliable result. The findings showed that the two null hypotheses were rejected stating that there is a negative correlation between the predictor and criterion variables. [ABSTRACT FROM AUTHOR]

Most companies have realized the importance of installing the Enterprise Resource Planning (ERP) system into their business process to sustain competitive advantage and to be a market leader. This research used quantitative method to investigate the challenges of implementing ERP system to medium size businesses in Saudi Arabia (SA) and its impacts on productivity and profitability, its effects on business process engineering. It presents possible means to eliminate these challenges. Data was collected from 75 respondents in selected companies to answer survey questionnaire. Statistical Package for Social and Sciences (SPSS) program was used to tabulate the result. The finding showed that organizations benefit from ERP system after resolving the challenges within the organization. [ABSTRACT FROM AUTHOR]