Critical Factors for Adoption of Customer Relationship Management

This book explores the challenges in adopting customer relationship management (CRM) models in developing countries, with a focus on Palestine. Examining the cultural, organizational, and technological contexts, it reveals how these factors create adoption gaps, impacting customer pressure, employee engagement, and security. The narrative, enriched by real-world examples from Palestine, underscores the unique hurdles faced by firms in such environments.

Emphasizing the central role of customers in business, the book delves into the initiatives many firms take to enhance customer services, target profitable segments, and improve acquisition and retention. However, in developing nations, these efforts encounter distinctive challenges. The book offers a practical CRM model tailored to the specific needs of small and medium-sized enterprises (SMEs), illustrating how technology can elevate competitiveness. With a strategic perspective, it positions CRM as a catalyst for SMEsto navigate the complexities of the dynamic economy, providing actionable insights for professionals, scholars, and business management students. This comprehensive guide encapsulates the nuances of CRM adoption, making it an invaluable resource for those seeking sustainable growth in developing country contexts.

Omar Hasan Salah, serves as a lecturer at the College of Business and Economics at Palestine Technical University Kadoorie in Tulkarm, Palestine. His area of expertise lies in Management Information Systems, and he has contributed his research to various esteemed journals such as the Interdisciplinary Journal of Information, Knowledge, and Management, PLOS One, Journal of Theoretical and Applied Information Technology, and the International Journal of Information System and Engineering.

Zawiyah Mohammad Yusuf is a retired professor in Records and Information Management from the Faculty of Information Science and Technology at Universiti Kebangsaan Malaysia. She is widely recognized as a renowned speaker and accomplished author, with notable works such as "Issues in Records Management" published in 2005, alongside numerous published journal papers. Dr. Zawiyah is globally respected for her expertise in the fundamental principles of records management,and her scholarly articles are widely utilized by universities offering records management programs. She also serves as a committee member for the development of Malaysia Standard MS ISO 11799:2011, which focuses on Information and Documentation – Document Storage Requirements for Archive and Library Materials (ISO 11799:2003 (2008), IDT). In her role as an academic specializing in records and information management, Dr. Zawiyah leads a research team focused on information governance and has presented her insights on an international platform. Additionally, she has conducted short courses for both corporate and government institutions.

Hazura Mohamed, holds a Bachelor of Mathematics and an MSc in Quality and Productivity Improvement, both from Universiti Kebangsaan Malaysia. She also earned her Ph.D. in Mathematics from Universiti Teknologi Malaysia, with a primary focus on improving ad-hoc network performance. Currently, Dr. Hazura serves as a senior lecturer at theFaculty of Information Science and Technology and conducts research at the e-Service lab within the Center for Software Technology and Management at Universiti Kebangsaan Malaysia. Her areas of expertise encompass service quality, exploratory data analytics, and quality models, and she has contributed to the academic community by publishing numerous articles in conferences and journals related to these fields.

Nur Fazidah Elias, serves as a senior lecturer and researcher at the e-Service lab within the Center for Software Technology and Management, located in the Faculty of Information Science and Technology at Universiti Kebangsaan Malaysia. She earned her BCompSc and MEng degrees from Universiti Teknologi Malaysia, and her Ph.D. in Information Systems from Queensland University of Technology. Her doctoral research centered on Information Systems (IS) success and IS impact. Dr. Nur Fazidah's research interests encompass a wide range of topics, including theeffects of IS/Enterprise Systems on organizations, cultural studies related to IS, system user satisfaction, service quality, e-service quality, survey design, and validation. Her academic contributions are evidenced by her publications in esteemed conferences and journals within these areas of expertise.