The second perspective of our research is based on the adoption of Open Source CRM software to SME or as we have called it a low cost oriented solution. In a technological aspect, CRM is considered as an inter-system which links the functionality and information in an information technology environment.

Our research is oriented in two perspectives the first perspective was the discussion about the perception of CRM tools to SMEs, and how the CRM utilises people processes and technology in support of a long term cooperation between clients and business. The aim of the research is to a give a new approach on how SME can use free software in order to maintain their business relations with clients. We also describe the functionalities of top open source CRM systems, examining the applicability of these tools in fitting the needs of SMEs.

In this paper, we explain the reasons why SMEs do not implement CRM system and the benefits of using open source CRM system in SMEs. Given the high fixed costs of normal activity of companies, we intend to promote free and viable solutions for small and medium businesses. CRM system has the potential to help improve the business value and competitive capabilities of SMEs. SMEs have to start implementing Information Systems (IS) technology into their business operations in order to improve business values and gain more competitive advantage over rivals. Most SMEs do not implement CRM systems due to several reasons, such as lack of knowledge about CRM or lack of financial resources to implement CRM systems. However, CRM systems are not very common in Small and Medium Enterprises (SMEs). Customer Relationship Management (CRM) systems are very common in large companies.

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