Proposed theoretical framework for total CRM adoption in Indian SMEs

Abstract

This paper arose a theoretical framework for the successful customer relationship management (CRM) adoption in Indian SMEs. More specifically, it developed from a through literature review on the theme. Conducting this review illustrated to the researcher to fill the gap in the CRM adoption for Indian SMEs and related literature. The developed areas like CRM adoption for different types and size of the organisations were taken as a context for the further study which had given wide scope to understand the CRM adoption in other part of the world. It has given a base to investigate the utility of CRM adoption for Indian SMEs with an understanding how successful CRM adoption can benefit Indian SMEs to take competitive advantages in rapid world where world is acting like a global village. This work proposed a list of critical success factors and possible outcomes from the successful total CRM adoption in Indian SMEs.