Customer Engagement Technology in SMEs In Saudi Arabia: Does It Ensue in Disturbance or Disruption

Mohammad Rishad Faridi and Azam Malik
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Mohammad Rishad Faridi: Prince Sattam Bin Abdulaziz University, Postal: Prince Sattam Bin Abdulaziz University
Azam Malik: Prince Sattam Bin Abdulaziz University, Postal: Prince Sattam Bin Abdulaziz University

International Journal of Entrepreneurship, 2019, vol. 23, issue 1

Abstract: Technology adaption is not a choice for business especially in today’s world. In fact businesses have to be embedded in the technology in order to be competitive. This paper focuses on how Small to Medium Enterprises (SME) will come up with the customer engagement technology in leveraging competitive advantage and remain customer centric organization. Challenges and complexities have doubled. Social media and big data have been in fore front in cruising business direction and pathways. SMEs also face the dilemma of budget, digitalization, strategic plan, growth etc. How SME’s will harness customer engagement technology with limited resources and capacity constraints. Strategic foresight backed by dynamic of business model best suited has to be saddled and galloped. The question is do SME’s are facing the music of a disturbed or disruptive milieu. Also, SME’s need to be innovative and agile in their business operations. Off late, in a macro environment especially, technology has made the difference in gauging the performance of businesses. SME’s also needed to explore experiment and engage various business models and shortlist the most suitable one.

JEL-codes: M21 (search for similar items in EconPapers)
Date: 2019
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