Özet:
Customer relationship management system implementation in running of the affairs
for small and medium enterprises has rendered to be an effective approach in making
the entities with systematic and profitable aspects in the worlds of businesses today.
Also, the social media that reflects more upon a quick source or resource of a bond
between a customer and the business entity. In this world of a global village
technology based are much more recognized and widely encouraged. Innovations
and modernization in techniques of management is nowadays best related to the
impactful use of CRM and social media in small medium enterprises. This research
work was carried out to find out the impact of CRM system and social media in
small medium enterprises. The key purpose of the study was to understand and
categorize the concept of CRM and relation with digital media, to understand and
identify the social CRM concept and relation with digital media, to understand and
classify the concept of CRM and get benefited from managers’ perceptions in SMEs.
Also, researcher will explain the key objective to explore a number of issues related
to CRM in business organization. This research, being a descriptive research, had an
investigation method of deductive reasoning. The population of the work was all the
SMEs. Simple and random sampling was adopted in the study. The data was
gathered and analyzed through SPSS while using reliability statistics, factor analysis,
regression, ANOVA analysis resulted that all the businesses used CRM and social
media while making the all employees trained on implementation process. Their use
by the companies made them able to remain closer the customer, explore and
understand their needs to modify, improve and make track changes in their products
and services for better profitability. More frequent capacity building opportunities for
the employees would make them professional with effects
