A Systematic Literature Review of Social CRM in SMEs: Key Benefits and Challenges

Maulia Jayantina Islami (), Ratih Hurriyati and Heny Hendrayati
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Maulia Jayantina Islami: Universitas Pendidikan Indonesia
Ratih Hurriyati: Universitas Pendidikan Indonesia
Heny Hendrayati: Universitas Pendidikan Indonesia

A chapter in Proceedings of the 9th Global Conference on Business, Management and Entrepreneurship (GCBME 2024), 2025, pp 661-669 from Springer

Abstract: Abstract Social media plays a crucial role in the digital economic era for Small and Medium-sized Enterprises (SMEs). Social media platforms have transformed how businesses interact with customers, making social customer relationship management (s-CRM) vital for the sustainability and success of SMEs in achieving competitive advantages. Given the positive impacts highlighted in previous studies, it is essential to comprehensively review both the benefits and challenges SMEs face in implementing s-CRM. This study conducts a systematic literature review, identifying, assessing, and interpreting all available research evidence to answer specific research questions. The analysis of the selected primary studies identified the key benefits and challenges of s-CRM implementation in SMEs. The findings reveal four key benefits: increased innovation capability, enhanced sales performance, customer engagement, and competitive advantage. However, SMEs face significant challenges in implementing s-CRM, including data security issues, integration complexity, lack of resources, and resistance to change.

Keywords: Social Media; Customer Relationship Management; Social CRM; SMEs; Systematic Literature Review (search for similar items in EconPapers)
Date: 2025
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DOI: 10.2991/978-94-6463-817-2_77

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