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Influence Of The Characteristics Of Small And Medium Family Businesses On Crm Implementation: A Case Study

Author

Listed:
  • Chifae El Hail

    (el jadida - National School of Commerce and Management, Chouaib Doukkali University)

  • Mustapha El Koraichi

    (el jadida - National School of Commerce and Management, Chouaib Doukkali University)

Abstract

Purpose: This paper aims to explore the customer relationship management (CRM) strategies adopted by Family Small and Medium Entreprises (SME), while highlighting the impact of their characteristics and their assets on the choice and the adoption of these CRM strategies. Methodology: Since the unique case study approach allows in-depth, multi-faceted explorations of complex issues, we opted for it as a research strategy in order to develop a detailed understanding of the problem. Therefore, an in-depth case study was carried out within a small and medium family business in Morocco. Findings: Through this study, we have highlighted causal links between the characteristics and specificities of the family SMEs and their impacts on the adoption and implementation of CRM tools and strategies. While some characteristics linked to the nature of family SMEs such as participatory management style, familiness, the desire to transmit the business to future generations and proximity to customers constitute assets for the implementation of CRM, other characteristics, such as the desire to maintain financial independence and recruitment policies that are most often in favor of family members despite their competence, can negatively influence the implementation of successful CRM projects. Implications for Theory and Practice: The results of the present paper allow the authors to draw conclusions that are relevant to both academics and practitioners. As for the theoretical implications, this study highlights the relationship between the characteristics of family SMEs and the choice and implementation of CRM strategies, while relying on their strengths. Furthermore, developing a good understanding of the specificity of CRM adoption and implementation approaches within family SMEs has important managerial implications for family SME decision-makers, as it can help them make better decisions regarding the choice of relevant CRM strategies and to optimize the deployment of available human, financial and technological resources, while relying on their socio-emotional wealth and their motivation to perpetuate the company. Originality: This paper is one of the first to explore CRM strategies adopted by family SMEs. The authors present a conceptual framework that can help researchers and practitioners better understand how the family business nature can influence decisions about CRM tools and strategies implementation.

Suggested Citation

  • Chifae El Hail & Mustapha El Koraichi, 2024. "Influence Of The Characteristics Of Small And Medium Family Businesses On Crm Implementation: A Case Study," Post-Print hal-05267367, HAL.
    • Handle: RePEc:hal:journl:hal-05267367
    DOI: 10.26668/businessreview/2024.v9i4.4355
    Note: View the original document on HAL open archive server: https://hal.science/hal-05267367v1
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    References listed on IDEAS

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    1. Isabelle Le Breton-Miller & Danny Miller, 2009. "Agency vs. Stewardship in Public Family Firms: A Social Embeddedness Reconciliation," Entrepreneurship Theory and Practice, , vol. 33(6), pages 1169-1191, November.
    2. Jeremy Alan Woods & Sharon M. Danes & Joshua Uhalt, 2019. "The Impact of Customer Orientation and Family Decision-Making Style on Family Business Performance," Journal of Enterprising Culture (JEC), World Scientific Publishing Co. Pte. Ltd., vol. 27(02), pages 147-176, June.
    3. Rodolphe Durand & Jean-Luc Arrègle & Philippe Very, 2004. "Origines du capital social et avantages concurrentiels des firmes familiales," Post-Print hal-00699291, HAL.
    4. José Allouche & Bruno Amann, 2002. "L'actionnaire dirigeant de l'entreprise familiale," Revue française de gestion, Lavoisier, vol. 141(5), pages 109-130.
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    1. Chifae El Hail & Mustapha El Koraichi, 2024. "A scoping review of Moroccan research on family businesses: Current status and future insights [Etat et perspectives de la recherche marocaine sur les entreprises familiales : Une revue de portée]," Post-Print hal-05267395, HAL.

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