Implementation of customer relationship management and inventory control software: a multiple case study of small retailers

Gemstone Team Small Business Solutions

This study examines the impact of customer relationship management and inventory control software on small retail stores. Our team began by conducting a literature review, retailer-needs surveys, and product design interviews. We determined that small retailers have a need for a simple reminder system to assist in tracking customers and inventory. We then designed software to address these needs and tested it in two case study stores. We also conducted a systematic review of other case studies of software implementation in small businesses and identified ten factors that influence small business adoption of software. The five factors that influenced the failure to implement the system in these stores were consistent with the framework identified in the systematic review. The identified factors are relative advantages of the system compared to competitor products, compatibility with existing applications, the user's computer self-efficacy, ease-of-use of the system, and store owners' attitude toward information technology.