CUSTOMER RELATIONSHIP MANAGEMENT ADOPTION AS A DRIVER OF LOYALTY: A STUDY OF SMALL-SCALE BUSINESSES IN ONITSHA, NIGERIA
DOI:
https://doi.org/10.46827/ejmms.v10i2.2010Paraules clau:
customer relationship management, loyalty, small-scale businessesResum
In today’s increasingly competitive business environment, cultivating strong relationships with customers has become vital for the sustainability and growth of small-scale enterprises. Customer Relationship Management (CRM) strategies offer businesses the tools to enhance customer satisfaction, build loyalty, and remain resilient in dynamic market conditions. Particularly for small-scale businesses in developing urban centers, CRM plays a crucial role in improving service delivery and fostering repeat patronage. However, the extent to which these businesses understand, adopt, and integrate CRM practices varies significantly and is often influenced by contextual factors such as technological readiness, organizational structure, and resource availability. This study examined the perceived extent of CRM strategy adoption and its relationship with customer loyalty among small-scale retail businesses in Onitsha, Nigeria. It explored CRM practices in terms of customer orientation, CRM technology, knowledge management, and CRM organization, as well as customer loyalty through behavioral and attitudinal dimensions. Using a descriptive-correlational design, data were gathered from 240 business owners or managers and 240 customers selected through purposive sampling. Findings revealed that while small-scale businesses focus on relationship-building and personalized service, they inconsistently utilize customer feedback. CRM technology adoption is minimal, and although businesses use customer information to enhance service, structured knowledge management systems are lacking. Internal prioritization of CRM is evident, yet formal CRM structures remain underdeveloped. Customers exhibit repeat buying behavior, indicating moderate behavioral loyalty, but their emotional connection to businesses remains limited. A strong to moderate positive correlation was found between CRM adoption and customer loyalty, underscoring CRM's role in customer retention. However, challenges such as limited technical skills, high software costs, and infrastructural barriers hinder CRM implementation. The study concludes by recommending increased support through training, subsidies, and system development to enhance CRM adoption and sustain customer loyalty.
JEL: M31, M15, L81, O33
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