An analysis of CRM and E-CRM strategies in small to medium businesses in Ireland

摘要

The central research question for this current study is: The analysis of CustomerudRelationship Management (CRM) and Electronic Customer Relationship Managementud(E-CRM) strategies in small to medium businesses in Ireland. In order to answer thisudquestion, the following research questions were devised and the answers were deducedudfrom the findings and results of the qualitative analysis conducted:udRQ1: Define the principles of CRM and E-CRM that are linked with the retention ofudcustomers.udRQ2: Find and discuss the online channels that are available to businesses so that theyudcan better define their E-CRM. Find out exactly what practises are being used in order toudevaluate and control customers. Examples of market leaders and their E-CRM strategiesudwill be outlined and discussed here.udRQ3: Analyse the importance that is being placed on E-CRM from an Irish onlineudbusiness perspective. Make an assessment of their views and thoughts on E-CRMudactivities.udRQ4: Finding out how innovative, focused and productive they are in their processesudwhen using online channels for E-CRM.