Improved profitability, reduced business costs, enhanced customer experience – among the benefits of e-CRM systems according to Irish research

Emerging international e-CRM technology research shows small- and medium-sized businesses using online CRM systems reap numerous benefits and outperform their competitors.

What is e-CRM?

Customer Relationship Management (CRM) systems help businesses to communicate effectively with customers and market to prospective customers in a strategic and structured way. In recent years, online CRM systems have become the new norm which SMEs favour, particularly businesses with an international focus.

Accelerated growth

A published study in the Small Business and Enterprise Development Journal claims that E-CRM in the Irish context has the potential to accelerate the growth and internationalisation of small Irish firms.

The study which followed the activity of 128 small and medium-sized firms from Northern Ireland and the Republic of Ireland, has demonstrated several key opportunities and benefits of E-CRM systems.

Benefits of e-CRM technologies

Among the benefits cited, Irish firms which adopted e-CRM reaped the rewards of:

  • Growth opportunities in the international market (76%)
  • Improved communication with customers and prospective customers (62%)
  • Efficient and enhanced management of electronic information (66%)

The findings from domestic firms, based on the island of Ireland, was compared with a similar international SME sample. The evidence base overwhelmingly indicates that e-CRM systems have the potential to outperform traditional CRM systems on numerous variables.

Improved outcomes

The key benefits which the e-CRM literature supports, indicates that these emergence, accessible business technologies can contribute to:

  • Enhanced customer experience
  • Reduced business costs
  • Increased sales
  • Improved profitability of products and services