Schulz-Klein, E.E.Schulz-KleinEbbers, M.M.EbbersStender, M.M.Stender2022-03-032022-03-032000https://publica.fraunhofer.de/handle/publica/197496Available Customer Relationship Management (CRM) systems are usually targeted for large enterprises and don't match the needs of SMEs. Additionally SMEs that want to implement a CRM system are often struggling with business process modelling and the definition of suitable system requirements. Facing these problems, a CRM system reference model for SMEs has been developed, that documents general user requirements as well as aspects of system integration into typical IT infrastructures.encustomer relationship management systemreference model658journal article