Customer loyalty approach based on CRM for SMEs

Abstract

Purpose

The purpose of this paper is to explore marketing analysis by developing a customer loyalty approach for small- and medium-sized enterprises (SMEs) in the service sector, based on customer relationship management (CRM) in the context of an emerging economy.

Design/methodology/approach

This study analyzes different models of CRM in the literature and defines a loyalty approach for SMEs in the service sector. It is characterized as exploratory research, with a qualitative approach. A systematic review of the literature is undertaken as the starting point for achieving the main objective of the study.

Findings

The need to develop a framework for an approach to customer loyalty for SMEs based on CRM and to make it operational.

Research limitations/implications

It is a qualitative and exploratory study, applied only to a company’s two main clients.

Practical implications

The contribution of this study is that it offers SMEs consistent guidelines on how best to conduct relationship management with their customers by using a systemic methodology that can be adapted to the requirements of more effective interaction between a company and its customers. It also provides coherence to the purpose of meeting customers’ needs. This is an action strategy that focuses especially on the use of tools, such as SERVQUAL, Kano and SWOT analysis, and thereby increases the competitive profile of organizations in this sector.

Originality/value

This study is a new approach to customer loyalty for SMEs in the service sector, which integrates elements of CRM strategy and implementation.

Citation

Galvão, M.B., de Carvalho, R.C., Oliveira, L.A.B.d. and Medeiros, D.D.d. (2018), "Customer loyalty approach based on CRM for SMEs", Journal of Business & Industrial Marketing, Vol. 33 No. 5, pp. 706-716. https://doi.org/10.1108/JBIM-07-2017-0166