ABSTRACT
The World Wide Web (WWW) not only contains an immense array of useful information but it also provides a powerful infrastructure for communication and information sharing (Ahn, Kim and Han, 2003). The initiation of the Internet has created an opportunity for consumers to access a virtually unlimited selection of products, brands and sellers. The consumer has the ability to switch brands or try different products in a single click however they have limited time and unlimited choice. A major problem that companies encounter is the constant necessity to retain their customers. This is essential because acquiring new customers can cost five times more than it costs to retain their current customers (Massey, Montoya-Weiss and Holcom, 2001).
This research project investigates how multimedia marketing techniques support Customer Relationship Management (CRM) for Small and Medium Enterprises (SMEs). This involved creating semi-structured interviews with SMEs to ascertain their perception of CRM and the use of multimedia marketing within their organisation.
ACKNOWLEDGEMENT
The author would like to thank all of the participated of this study for their time and insight into their companies. Special thanks go the authors family and friends and also to the academic advisor, Fiona Collard for her valued advice, time and guidance throughout this project.