Exploring Social CRM for Development of SMEs in Mauritius
Randhir Roopchund ()
Additional contact information
Randhir Roopchund: Université des Mascareignes, Mauritius
Journal of Enterprising Culture (JEC), 2019, vol. 27, issue 01, 93-109
Abstract:
This paper explores different Customer Relationship Management (CRM) solutions that may be adopted by SMEs in Mauritius. The Mauritian government has the ambition of increasing the contribution of SMEs to the overall GDP of Mauritius from 40 to 65% by year 2025. CRM is about building and enhancing relationships so as to increase long term profitability of the company. The aim of the research is to consider different Social CRM strategies that may be adopted by SMEs to achieve the national exports strategy. This research shows that SMEs consider websites and social media marketing more important as compared to other digital tools. In addition, SMEs are careful about some negative aspects of social media marketing such as negative comments and lack of social metrics. However, most SMEs believe that Social CRM is of great importance for being successful. The research ontology that has been adopted is that the use of CRM may be of great use for SMEs to improve their overall marketing capability.
Keywords: CRM solutions; SMEs; digital marketing and marketing (search for similar items in EconPapers)
Date: 2019
References: Add references at CitEc
Citations: View citations in EconPapers (1)
Downloads: (external link)
http://www.worldscientific.com/doi/abs/10.1142/S0218495819500043
Access to full text is restricted to subscribers
Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.
Export reference: BibTeX
RIS (EndNote, ProCite, RefMan)
HTML/Text
Persistent link: https://EconPapers.repec.org/RePEc:wsi:jecxxx:v:27:y:2019:i:01:n:s0218495819500043
Ordering information: This journal article can be ordered from
DOI: 10.1142/S0218495819500043
Access Statistics for this article
Journal of Enterprising Culture (JEC) is currently edited by Teck-Meng Tan
More articles in Journal of Enterprising Culture (JEC) from World Scientific Publishing Co. Pte. Ltd.
Bibliographic data for series maintained by Tai Tone Lim ().