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Opem Source CRM Systems for SMEs

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Opem Source CRM Systems for SMEs
OPEN SOURCE CRM SYSTEMS FOR SMES
Marco Tereso1 and Jorge Bernardino1
1

Polytechnic of Coimbra – ISEC, Coimbra, Portugal a21190968@alunos.isec.pt, jorge@isec.pt

ABSTRACT
Customer Relationship Management (CRM) systems are very common in large companies. However,
CRM systems are not very common in Small and Medium Enterprises (SMEs). 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. 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. CRM system has the potential to help improve the business value and competitive capabilities of SMEs. Given the high fixed costs of normal activity of companies, we intend to promote free and viable solutions for small and medium businesses. 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. We also describe the functionalities of top open source CRM systems, examining the applicability of these tools in fitting the needs of SMEs.

KEYWORDS
CRM, Information Systems, Open Source, SMEs.

1. INTRODUCTION
As companies face increasing competition, wider customer choice, and the challenges of doing e-Business in the 21st century, many have chosen to implement CRM solutions in response to their strategic imperative, and to improve the sales and marketing effectiveness and efficiency.
A Customer Relationship Management (CRM) system is a software system designed to empower a company to maximize profits by reducing costs and increasing revenue; to increase competitive advantage by streamlining operations; and to achieve business goals. Most companies have been collecting information about their customers and trying to use this information to better understand and predict what customers might want next. Therefore, CRM is both


References: [1] Melissa C. Lin A Study of Main stream Features of CRM System And Evaluation Criteria, , 2003 [2] Adrian Payne [3] Hubert Baumeister, “Customer Relationship Management for SME’s “, Institut fur Informatik, Munchen, German, 2002 [31] Global Alliance for SMEs, http://www.globalsmes.org/html/index.php?func=expo2010&lan=en, June, 2010 [34] Chris Bucholtz, “CRM and Small Business: Smaller, Faster, Better”, 2011 [35] SugarCRM, “CRM Total Cost of Ownership: Comparing Open Source Solutions to Proprietary Solutions”, Business white paper, 2005. [36] Michelle Murrain, “Open Source CRM”, Nonprofit Open Source Initiative, March 27, 2008 [37] Optaros, “Understanding Open Source CRM”, Optaros white paper, Systems”, Proceedings of Product-Focused Software Process Improvement - 12th International Conference, PROFES 2011, Torre Canne, Italy, June 20-22, 2011, pp Conference, PROFES 2008, Monte Porzio Catone, Italy, June 23-25, 2008, pp. 189-203.
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