Innovative CRM and Performance of SMEs: The Moderating Role of Relational Capital

• Main Authors: Nagwan AlQershi, Sany Sanuri Mohd Mokhtar, Zakaria Bin Abas
• Format: Article
• Language: English
• Published: MDPI AG 2020-11-01
• Series: Journal of Open Innovation: Technology, Market and Complexity
• Subjects: customer relationship management (CRM); relational capital (RC); Yemeni SMEs; performance
• Online Access: https://www.mdpi.com/2199-8531/6/4/155

Customer Relationship Management (CRM) is more than an information tool and plays a critical role in small and medium enterprises (SMEs). The present study explored the moderating effect of relational capital (RC) on the relationship between CRM dimensions and the performance of 284 Yemeni manufacturing SMEs. Partial Least Squares-Structural Equation Modelling (PLS-SEM) was used to test the study’s hypotheses. Results indicate that only three of the CRM dimensions have a significant effect on performance. The moderating effects of relational capital on this relationship were also examined and were found to be significant for only two CRM dimensions: technology-based CRM and CRM organization. Key customer focus and CRM knowledge management had no effect. The findings of this study offer important insights for owners and managers of SMEs, researchers, and policymakers to further understand the effects of relational capital and CRM on SMEs’ performance. SMEs should be encouraged to develop their CRM and relational capital to improve their performance.