Proceedings of the 9th Global Conference on Business, Management and Entrepreneurship (GCBME 2024)

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A Systematic Literature Review of Social CRM in SMEs: Key Benefits and Challenges

Authors
Maulia Jayantina Islami1, *, Ratih Hurriyati1, Heny Hendrayati1
1Universitas Pendidikan Indonesia, 40154, Bandung, Indonesia
*Corresponding author. Email: maulia.jayantina@upi.edu
Corresponding Author
Maulia Jayantina Islami
Available Online 12 September 2025.
DOI
10.2991/978-94-6463-817-2_77How to use a DOI?
Keywords
Social Media; Customer Relationship Management; Social CRM; SMEs; Systematic Literature Review
Abstract

Social media plays a crucial role in the digital economic era for Small and Medium-sized Enterprises (SMEs). Social media platforms have transformed how businesses interact with customers, making social customer relationship management (s-CRM) vital for the sustainability and success of SMEs in achieving competitive advantages. Given the positive impacts highlighted in previous studies, it is essential to comprehensively review both the benefits and challenges SMEs face in implementing s-CRM. This study conducts a systematic literature review, identifying, assessing, and interpreting all available research evidence to answer specific research questions. The analysis of the selected primary studies identified the key benefits and challenges of s-CRM implementation in SMEs. The findings reveal four key benefits: increased innovation capability, enhanced sales performance, customer engagement, and competitive advantage. However, SMEs face significant challenges in implementing s-CRM, including data security issues, integration complexity, lack of resources, and resistance to change.

Copyright
© 2025 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the 9th Global Conference on Business, Management and Entrepreneurship (GCBME 2024)
Series
Advances in Economics, Business and Management Research
Publication Date
12 September 2025
ISBN
978-94-6463-817-2
ISSN
2352-5428
DOI
10.2991/978-94-6463-817-2_77How to use a DOI?
Copyright
© 2025 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Maulia Jayantina Islami
AU  - Ratih Hurriyati
AU  - Heny Hendrayati
PY  - 2025
DA  - 2025/09/12
TI  - A Systematic Literature Review of Social CRM in SMEs: Key Benefits and Challenges
BT  - Proceedings of the 9th Global Conference on Business, Management and Entrepreneurship (GCBME 2024)
PB  - Atlantis Press
SP  - 661
EP  - 669
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6463-817-2_77
DO  - 10.2991/978-94-6463-817-2_77
ID  - Islami2025
ER  -