Longitudinal Analysis of ERP and CRM Implementation Success Factors in Emerging Market SMEs
Keywords:
ERP, CRM, implementation success, emerging markets, SMEs, digital transformation, longitudinal study, user training, strategic supportAbstract
This study investigates the long-term trends and key success factors influencing the implementation of Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) systems in small and medium-sized enterprises (SMEs) operating in emerging markets. Using a longitudinal mixed-methods approach covering data from 2018 to 2022, the study identifies technological, organizational, and contextual factors critical to success. Results show consistent improvements in implementation outcomes over time, driven by increased managerial support, focused training, and better infrastructure. The study also highlights persistent barriers such as technical complexity and budget limitations. Findings contribute to a more nuanced understanding of digital transformation in resource-constrained environments.
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