earticle

영어

In the post-COVID era, several companies are struggling. The rapid rise of COVID-19 from the beginning of 2020 has led to the situation in which most of our society around the world has to work from home, maintain social distance, and live. Therefore, SMEs affected by COVID-19 are trying to break away from the existing CRM to communicate with customers smoothly and use social media, the most powerful marketing tool of the present era, to explore the process of adopting social CRM. The research purpose of this paper is to find out how much COVID-19 has influenced Social CRM (sCRM) adoption in SMEs and what variables have influenced sCRM adoption, more specifically with TOE research theory variables.