CUSTOMER RELATIONSHIP MANAGEMENT AND INFORMATION SECURITY IN THE DEVELOPMENT OF SMALL AND MEDIUM ENTERPRISES IN THE ERA OF DIGITALIZATION AS STRENGTHENING HUMAN RESOURCES

Submitted: January 27, 2024, Revised: February 08, 2024, Accepted: February 14, 2024 https://doi.org/10.56815/IJMRR.V3.I1.2024/39-58

Abstract

This study examines the relationship between information security and customer relationship management (CRM) in the digital age of small and medium-sized enterprises (SMEs). The rapid growth of information technology presents both challenges and opportunities for SMEs. The research aims to explore the impact of CRM techniques on human resources and information security in SMEs. The methodology involves a qualitative approach and literature review to analyze the correlation between CRM and information security in the digitalization era. The study highlights the importance of CRM in fostering confidence, enhancing productivity, and innovation by creating a secure environment for consumer data. A well-executed CRM system streamlines communication, enabling employees to understand and meet customer needs. The study advocates for a comprehensive approach that links CRM, information security, and digitalization to improve SMEs' human resources. This synthesis guides customer-focused initiatives and creates a secure and innovative environment for employees, presenting them as skilled contributors to the organization's success. Integrating CRM with information security is a strategic tool for maximizing SMEs' human resources potential in the digital era.