Critical Factors for Adoption of Customer Relationship Management by Salah, Omar Hasan; Yusof, Zawiyah Mohammad; Mohamed, Hazura; Elias, Nur Fazidah;

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.