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The Implementation of Web-Based E-CRM in Improving Customer Satisfaction in Small and Medium Enterprises

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Implementing an e-CRM system significantly boosts customer satisfaction in small and medium enterprises, addressing service shortcomings.
The study finds that integrating advanced technology into business operations leads to improved service delivery, especially in retail.
Adopting information and communication technology is crucial for small businesses to compete with larger retail firms and retain customers.
This research emphasizes that effective use of e-CRM can help lessen customer decline caused by growing competition from modern retailers.

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Research shows e-CRM enhances customer satisfaction for small and medium enterprises, indicating potential sales growth.

Chusumastuti et al. (2023) studied this question.

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