E-CRM development method for e-commerce system owned by small medium enterprises

While it is known that to promote business success, e-commerce systems must be supported by effective e-CRM (Electronic Customer Relationship Management), our survey results indicate that Indonesian e-commerce systems owned by SMEs have not provided effective-intelligent e-CRM services. In this paper, we propose an evolutionary e-CRM development method suitable for SMEs that include activities of enhancing the existing e-commerce systems to capture more needed data, data ware house development and e-CRM application development. The method has been being implemented in a case study firm and we find that it is applicable.