Ab Hamid, N., & Kassim, N. (2004). Internet technology as a tool in customer relationship management. Journal of American Academy of Business, 4(1/2), 103-8.
Admiraal, W., & Lockhorst, D. (2009). E-Learning in small and medium-sized enterprises across Europe attitudes towards technology, learning and training. International Small Business Journal, 27(6), 743-767.
Alshawi, S., Missi, F., & Irani, Z. (2011). Organisational, Technical and Data Quality Factors in CRM Adoption - SMEs Perspective. Industrial Marketing Management, 40(3), 376-383.
Appiah-Adu, K., & Singh, S. (1998). Customer orientation and performance: a study of SMEs. Management decision, 36(6), 385-394.
Baumeister , H. (2002). Customer relationship management for SME’s. LMU oettingenstr. 67, D-80538 Munchen, Germany, pp. 1-7: Institut fur Informatik.
Beldi, A., Cheffi, W., & Dey, P. (2010). Managing customer relationship management projects: The case of a large French telecommunications company. International Journal of Project Management, 28(4), 339-351.
Bhatnagar, A. (2008). Product choice for international web-based SMEs. International Journal of Internet Marketing and Advertising, 4(2-3), 145-155.
Blili, S., & Raymond, L. (1993). Information technology: Threats and opportunities for small and medium-sized enterprises. International journal of information management, 13(6), 439-448.
Boulding, W., Staelin, R., Ehret, M., & Johnston, W. (2005). A customer relationship management roadmap: What is known, potential pitfalls, and where to go. Journal of marketing, 69(4), 155-166.
BPS, 2014. (2014). BPS. Indonesia: www. bps.go.id.
Bradshaw, D., & Brash, C. (2001). Managing customer relationships in the e-business world: how to personalise computer relationships for increased profitability. International Journal of Retail & Distribution Management, 29(12), 520-530.
Bruque, S., & Moyano, J. (2007). Organisational determinants of information technology adoption and implementation in SMEs: The case of family and cooperative firms. Technovation, 27(5), 241-253.
Bull, C. (2003). Strategic issues in customer relationship management (CRM) implementation. Business process management Journal, 9(5), 592-602.
Buttle, F. (2007). Customer Relationship Management (Manajemen Hubungan Pelanggan) : Concept and Tools. Malang: Bayumedia Publishing.
Carson, D., & Gilmore, A. (2000). SME marketing management competencies. International Business Review, 9(3), 363-382.
Carson, D., Cromie, S., McGowan, P., & Hill, J. (1995). Marketing and entrepreneurship in SMEs: An innovative approach. London: Prentice Hall.
Cavusoglu, H., Raghunathan, S., & Mishra, B. (2002). Optimal design of information technology security architecture. ICIS 2002 Proceedings, 74.
Chan, J. (2005). Toward a unified view of customer relationship management. Journal of American Academy of Business, 6(1), 32-38.
Chao, C., & Chandra, A. (2012). Impact of owner's knowledge of information technology (IT) on strategic alignment and IT adoption in US small firms. Journal of Small Business and Enterprise Development, 19(1), 114-131.
Chen, I., & Popovich, K. (2003). Understanding customer relationship management (CRM) People, process and technology. Business process management journal, 9(5), 672-688.
Colaco, M. M. (2015). The role of customer relationship management in organization iinovation capability. Portugal: Lisboa School of Economic & Management.
Coltman, T. (2007). Why build a customer relationship management capability? The Journal of Strategic Information Systems, 16(3), 301-320.
Connelly, B., Ireland, R., Reutzel, C., & Coom, J. (2010). The power and effects of entrepreneurship research. Entrepreneurship Theory and Practice, 34, 131–149.
Croteau, A., & Li, P. (2003). Critical success factors of CRM technological initiatives. Canadian Journal of Administrative Sciences/Revue Canadienne des Sciences de l'Administration, 20(1), 21-34.
DeLone, W. (1988). Determinants of success for computer usage in small business. Mis Quarterly, 51-61.
Denison, D., Lief, C., & Ward, J. (2004). “Culture in family-owned enterprises: recognizing and leveraging unique strengthsâ€. Family Business Review, Vol. 17 No. 1, pp. 61-71.
Dibrell, C., Davis, P., & Craig, J. (2008). Fueling innovation through information technology in SMEs. Journal of small business management, 46(2), 203-218.
Doern, R. (2009). Investigating to SME Growth and Development in Transition Environments : A Critique and Suggestions for Developing The Methodology. International Small Business Journal, 27, 275-305.
Doma, S. (2013). Relationship quality as predictor of B2B customer loyalty. Systemıcs, Cybernetıcs And Informatıcs, 11(1), 72-78.
Doole, I., Grimes, T., & Demack, S. (2006). An exploration of the management practices and processes most closely associated with high levels of export capability in SMEs. Marketing Intelligence and Planning, 24, , 632–647.
Eli, Y. (2012). Pemberdayaan Kaum Perempuan dalam Menunjang Peningkatan Pendapatan Keluarga melalui Home Industry di Dusun Pelemadu, Desa Sriharjo, Kecamatan Imogiri, Kabupaten Bantul, DIY. Doctoral dissertation, Universitas Negeri Yogyakarta.
Fazlzadeh, A., Tabrizi, M., & Mahboobi, K. (2011). Customer relationship management in small-medium enterprises: The case of science and technology parks of Iran. African Journal of Business Management, 5(15), 6159.
Feinberg, R., Kadam, R., Hokama, L., & Kim, I. (2002). The state of electronic customer relationship management in retailing. International Journal of Retail & Distribution Management, 30(10), 470-481.
Gilman , M., & Edwards, P. (2008). Testing a framework of the organization of small firms: Fast-growth, high-tech SMEs. International Small Business Journal, 26,, 531–558.
Gilmore, A., Carson, D., & Grant, K. (2001). SME marketing in practice. Marketing intelligence & planning, 19(1), 6-11.
Gilmore, A., Gallagher, D., & Henry, S. (2007). E-marketing and SMEs: operational lessons for the future. European Business Review, 19(3), 234-247.
Gummesson, E. (2002). Total relationship marketing: Marketing management, relationship strategy and CRM approaches for the network economy. Total relationship marketing: marketing management, relationship strategy and CRM approaches for the network economy.
Harrigan, P., Ramsey, E., & Ibbotson, P. (2012). Exploring and Explaining SME Marketing: Investigating E-CRM Using a Mixed Methods Approach. Journal of Strategic Marketing, 20(2), 127-163.
Hart, S., Ozdemir, S., & Tagg, S. (2009). Marketing capability, new product survival and NPD success: An exploration of relationships. In Academy of Marketing Conference, Leeds, UK.
Haryanto, S. (2008). Jurnal Ekonomi Pembangunan Vol. 9, No. 2, 216 - 227.
Hills, G., Hultman, C., & Miles, M. (2008). The evolution and development of entrepreneurial marketing. Journal of Small Business Management, 46(1), 99-112.
Hutchinson, V., & Quintas, P. (2008). Do SMEs do knowledge management? Or simply manage what they know? International Small Business Journal, 26(2), 131-154.
IFC. (2016). UKM yang dimiliki Wanita di Indonesia: Kesempatan Emas untuk Institusi Keuangan Lokal. International Finance Corporation World Bank Group, 68.
Im, S., & Workman , J. (2004). "Market Orientation, Creativity, and New Product Performance in High-Technology Firms,". Journal of Marketing, 68 (2), 114-32.
Indiworo, H. (2017). Peran Perempuan dalam Meningkatkan Kinerja UMKM. Equilibria Pendidikan. Jurnal Ilmiah Pendidikan Ekonomi, 1(1), 40-58.
Jack, S., Moult, S., Anderson, A., & Dodd, S. (2010). An entrepreneurial network evolving: Patterns of change. International Small Business Journal, 28(4), 315-337.
Jayachandran, S., Sharma , S., Kaufman, P., & Raman. (2005). The role of relational information processes and technology use in customer relationship management. Journal of marketing, 69(4), 177-192.
Jocumsen, G. (2004). How do small business managers make strategic marketing decisions? A model of process. European Journal of Marketing Vol. 38, 659-674.
Johnson, J. (2004). Making CRM technology work. Manager, 22.
Jones, T., & Sasser, E. (1995). Why satisfied customers defect. Harv Bus Rev, 88–99.
Keh, H., Nguyen, T., & Ng, H. (2007). The effects of entrepreneurial orientation and marketing information on the performance of SMEs. Journal of business venturing, 22(4), 592-611.
Keskin, H. (2006). Market orientation learning orientation and innovation capabilities in SMEs: An extended model. European Journal of Innovation Management, 9, 396–417.
Kocak, A., & Abimbola, T. (2009). The Effects of Entrepreneurial Marketing on Born Global Performance. International Marketing Review, 26, 439-452.
Kumar, V., & Reinartz. (2006). Customer Relationship Management. A Databased Approach.
Lamprinopoulou, C., & Tregear, A. (2009, July). How do SME networks evolve? Investigating network context features and outcomes. ,. Paper presented at the Academy of Marketing Conference Leeds, UK.
Letaifa, S., & Perrien, J. (2007). The Impact of E-CRM on organisational and Individual behavior: the Effect of the remuneration and reward system. International Journal of E-Business Research, 3(2), 13.
Light, B. (2003). CRM packaged software: a study of organisational experiences. Business Process Management Journal, 9(5), 603-616.
Lin, R., Chen, R, & Chiu, K. (2010). Customer Relationship Management and Innovation Capability : an empirical study. Industrial Management & Data System, 111-133.
Listyani, R., & Kharisma, I. (2016). UMKM: Wujud Kemandirian Ekonomi Perempuan Menuju Perekonomian Global. Al-Adalah, 19, 1.
Little, E., & Marandi, E. (2003). Relationship marketing management. Cengage Learning EMEA.
Mathews, S., & Healy, M. (2008). 'From garage to global': the internet and international market growth, an SME perspective. International Journal of Internet Marketing and Advertising, 4(2-3), 179-196.
Monteiro, P., Marques, T., & Pedron, C. (2012). Customer Relationship Management e as Pequenas e Médias Empresas: Um Estudo de Múltiplos Casos em Empresas Portuguesas. REGE - Revista de Gestão, 19(2), 341-356.
Moreno, A., & Casillas, J. (2008). Entrepreneurial orientation and growth of SMEs: A causal model. Entrepreneurship theory and practice, 32(3), 507-528.
Moriarty, J., Jones, R., Rowley, J., & Kupiec-Teahan, B. (2009). Executive training exercises in small hotel marketing. International Journal of Culture, Tourism and Hospitality Research, 3(4), 337-346.
Nambisan, S., & Baron, R. (2007). Interactions in virtual customer environments: Implications for product support and customer relationship management. Journal of interactive marketing, 21(2), 42-62.
Namjoyan, M., Esfahani, A., & Haery, F. (2013). Studying the effects of customer relationship management on the marketing performance (Isfahan Saderat Bank as a case study). International Journal of Academic Research in Business and Social Sciences, 3(9), 302.
Nancarrow, C., Rees, S., & Stone, M. (2003). New directions in customer research and the issue of ownership: A marketing research viewpoint. Journal of Database Marketing & Customer Strategy Management, 11(1), 26-39.
O'Cass, A., & Weerawardena, J. (2009). Examining the role of international entrepreneurship, innovation and international market performance in SME internationalisation. European Journal of Marketing, 43(11/12), 1325-1348.
O'Dowyer, M., Gilmore, A., & Carson, D. (2009). Innovative Marketing in SMEs. European Journal of Marketing, 43, 46-61.
Ortega, B., Martínez, J., & De Hoyos, M. (2008). The role of information technology knowledge in B2B development. International Journal of E-Business Research, 4(1), 40.
Ortega, J., & Aguillo, I. (2008). Visualization of the Nordic academic web: Link analysis using social network tools. Information Processing & Management, 44(4), 1624-1633.
Özgener, Ş., & İraz, R. (2006). Customer relationship management in small–medium enterprises: The case of Turkish tourism industry. Tourism Management, 27(6), 1356-1363.
Pansiri, J., & Temtime, Z. (2010). Linking firm and managers' characteristics to perceived critical success factors for innovative entrepreneurial support. Journal of Small Business and Enterprise Development, 17(1), 45-59.
Parvatiyar, A., & Sheth, J. (2001). Customer relationship management: Emerging practice, process, and discipline. Journal of Economic and Social research, 3(2), 1-34.
Patel, P., & Conklin, B. (2009). The balancing act: the role of transnational habitus and social networks in balancing transnational entrepreneurial activities. Entrepreneurship Theory and Practice, 33(5), 1045-1078.
Payne, A., & Frow, P. (2005). A strategic framework for customer relationship management. Journal of marketing, 69(4), 167-176.
Payne, A., & Frow, P. (2006). Customer relationship management: from strategy to implementation. Journal of Marketing Management, 22(1-2), 135-168.
Peltier, J., Schibrowsky, J., & Zhao, Y. (2009). Understanding the antecedents to the adoption of CRM technology by small retailers: entrepreneurs vs owner-managers. International Small Business Journal, 27(3), 307-336.
Piccoli, G., & Ives, B. (2005). IT-dependent Strategic Initiatives and Sustained Competitive Advantage. A review and synthesis of the literature, MIS Quarterly 29(4), 747–777.
Piercy, N. (2009). Strategic relationships between boundary-spanning functions: Aligning customer relationship management with supplier relationship management. Industrial Marketing Management, 38(8), 857-864.
Puccinelli, B. (1999). Bank Systems & Technology. 36.
Quader, M. S. (2006). THE STRATEGIC IMPLICATION OF ELECTRONIC COMMERCE FOR SMALL AND MEDIUM SIZED ENTERPRISES. Journal of Services Research, 6(2).
Rai, A., Patnayakuni, R., & Seth, N. (2006). Firm performance impacts of digitally enabled supply chain integration capabilities. MIS quarterly, 225-246.
Rauyruen , P., & Miller, K. (2007). Relationship quality as a predictor of B2B customer loyalty. Journal of business research, 60(1), 21-31.
Reichheld , F. (1996). Learning from customer defections. Harv Bus Rev 74(2), 56.
Reichheld, F., & Sasser, J. (1990). Zero defections: Quality comes to services. Harvard business review, 68(5), 105-111.
Reinartz, W., Krafft, M., & Hoyer, W. (2004). The customer relationship management process: Its measurement and impact on performance. Journal of marketing research, 41(3), 293-305.
Ritchie, B., & Brindley, C. (2005). ICT adoption by SMEs: implications for relationships and management. New Technology, Work and Employment, 20(3), 205-217.
Rosalina, V., Malik, A., & Perwitasari, E. (2017). Sosialisasi Peningnya Customer Relationship Management (CRM) Dalam Upaya Meningkatkan Retensi Pelanggan Pada Usaha Mikro Kecil Dan Menengah (UMKM) di Cilegon. Wikrama Parahita: Jurnal Pengabdian Masyarakat, 1(1), 41-44.
Ryals, L., & Knox, S. (2001). Cross-functional issues in the implementation of relationship marketing through customer relationship management. European management journal, 19(5), 534-542.
Schoder, D., & Madeja, N. (2004). Is customer relationship management a success factor in electronic commerce? J. Electron. Commerce Res., 5(1), 38-53.
Selland, C., & Pockard, D. (2003). Are companies responsible for their CRM failures. Network World, 20(28), 29.
Simmons, G., Armstrong, G., & Durkin, M. (2008). A conceptualization of the determinants of small business website adoption: Setting the research agenda. International Small Business Journal, 26(3), 351-389.
Slotte-Kock, S., & Coviello, N. (2010). Entrepreneurship research on network processes: A review and ways forward. Entrepreneurship Theory and Practice, 34, 31–57.
Soliman, H. (2011). Customer relationship management and its relationship to the marketing performance. International journal of business and social science, 2(10).
Sorayaei, A., Reaz Valiollahi, H., Hossein Zadeh, M., Hossein Ghoryshian, S., & Masoud Dinari, A. (2014). Impact of customer relationship management (CRM) on marketing performance: A case study in Mellat bank of Mazandaran Province. European Online Journal of Natural and Social Sciences: Proceedings, 2(3 (s), pp-2612.
Stefanou, C., Sarmaniotis, C., & Stafyla, A. (2003). CRM and customer-centric knowledge management: an empirical research. Business Process Management Journal, 9(5), 617-634.
Storbacka, K., Strandvik, T., & Grönroos, C. (1994). Managing customer relationships for profit: the dynamics of relationship quality. International journal of service industry management, 5(5), 21-38.
Street, C., & Cameron, A. (2007). External relationships and the small business: A review of small business alliance and network research. Journal of Small Business Management, 45(2), 239-266.
Street, C., & Meister, D. (2004). Small business growth and internal transparency: the role of Information Systems. MIS Quarterly, 28(3), 473-506.
Tagleyvini, M., Ravarini, A., & Antonelli, A. (2001). An evaluation model for electronic commerce activities within SMEs. Information Technology and Management, 2(2), 211-230.
Tan, X., Yen, D., & Fang, X. (2002). Internet integrated customer relationship management a key success factor for companies in the e-commerce arena. Journal of Computer Information Systems, 42(3), 77-86.
Thong, J., & Yap, C. (1995). CEO characteristics, organizational characteristics and information technology adoption in small businesses. Omega, 23(4), 429-442.
Usman, S. (2004). Di antara harapan dan kenyataan: esai-esai perubahan sosial. Center for Indonesian Research and Development.
Wahlberg, O., Strandberg, C., Sundberg, H., & Sand, K. (2009). Trends, topics and under-researched areas in CRM research: a literature review. International Journal of Public Information Systems, 3, 191-208.
Wall, S., Akridge, J., & Wang, P. (2004). Customer relationship management. Organizational elements hold the key. Agri Marketing, 42, 54.
Wang, Y., & Yao, Y. (2002). Sources of China’s economic growth 1952–1999: Incorporating human capital accumulation. China Economic Review, 116, 32–52.
Webb D, C, W., & Frederick E, J. (2002). “Market Driven Management, 2th editionâ€ page 97-134. New Jersey: John Wiley & Sons, Inc.
Westhead, P., Ucbasaran, D., & Wright, M. (2009). Information search and opportunity identification the importance of prior business ownership experience. International Small Business Journal, 27(6), 659-680.
Wilson, H., Daniel, E., & Davies, I. (2008). The diffusion of e-commerce in UK SMEs. Journal of marketing management, 24(5-6), 489-516.
Xu, M., Rohatgi, R., & Duan, Y. (2007). E-business adoption in SMEs: Some preliminary findings from electronic components industry. International Journal of E-Business Research, 3, 74–90.
Yeh-Yun Lin, C., & Yi-Ching Chen, M. (2007). Does innovation lead to performance? An empirical study of SMEs in Taiwan. Management Research News, 30(2), 115-132.
Zablah, A., Bellenger, D., & Johnston, W. (2004). An evaluation of divergent perspectives on customer relationship management: Towards a common understanding of an emerging phenomenon. Industrial marketing management, 33(6), 475-489.
Zeithaml, V. B. (2006). Services Marketing: Integrating Customer Focus Across The Firm. New York: McGraw Hill.
Zineldin, M. (2000). Beyond relationship marketing: technologicalship marketing. Marketing Intelligence & Planning, 18(1), 9-23.
Zontanos, G., & Anderson, A. (2004). Relationships, marketing and small business: an exploration of links in theory and practice. Qualitative market research: an international journal, 7(3), 228-236.