SMEs
are considered as major economic players and a potential source of
national, regional and local economic growth (Taylor & Murphy,
2004). SMEs differ from large enterprises mainly in their limited
financial abilities affecting their information-seeking practices, and
they do not normally have the same burden of large legacy systems to
integrate their CRM (Lang & Calantone, 1997). Thus, the adoption of
CRM in SMEs cannot be a miniaturised version of larger organisations.