EFFECTS OF CUSTOMER RELATIONSHIP MANAGEMENT

ABSTRACT

The study was aimed at studying the relationship between customer relationship management and performance of SMEs in Edo state.

1.         Service quality has a significant relationship on the performance of SMEs in Edo State.
2.       Customer retention has a positive relationship on SME functioning.
3.     Customer orientation has a positive relationship on SME functioning
4.     Customer relationship technology has a positive relationship on SME functioning.

In conclusion, (service quality, customer retention, customer orientation and customer relationship technology) has a favourable relationship on SMEs performance is Edo State. The SMEs continuous improvement in performance.