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Critical success factors of ERP/CRM implementation in SMES in Poland: pilot study

Cieciora Małgorzata, Bołkunow Wiktor, Pietrzak Piotr, Gago Piotr, Rzeźnik-Knotek Małgorzata

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

2020

z. 148

103--116

Purpose: The purpose of this study was to define Critical Success Factors (CSFs) of implementation of CRM (Customer Relationship Management) and ERP (Enterprise Resource Planning) systems in small and medium-sized enterprises (SMEs) in Poland. Design/methodology/approach: Data was obtained from 83 respondents with work experience in SMEs in Poland that had undergone the implementation of an ERP/CRM system or the systems vendors. It was collected in the form of Google Form surveys and was analysed with the use of Spearman’s rank order correlation. Findings: The key CSFs comprise a thorough pre-implementation analysis and ensure sufficient financial resources for the implementation. Good communication between the ICT (Information and Communication Technologies) vendor and the SME’s employees, skills and experience of the vendor, as well as thorough preparation and familiarisation with the contract before implementation by both parties are also relevant. Research limitations/implications: The study limitations include a lack of research on a larger sample. Further work should cover the main barriers and threats connected with the implementation of ICT in SMEs in Poland and the ways of overcoming them. Practical implications: The findings can help SMEs’ decision-makers to prioritise the factors they have to take into account during planning an ICT implementation. Originality/value: This paper has highlighted the relevance of key CSFs in ICT implementation. The findings substantially add to the growing literature on digitalisation of SMEs.