Institut for Forretningsudvikling og Teknologi

COVID-19 Driven Challenges in international B2B Customer Relationship Management: Empirical Insights from Finnish High-Tech Industrial Microenterprises

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COVID-19 Driven Challenges in international B2B Customer Relationship Management: Empirical Insights from Finnish High-Tech Industrial Microenterprises. / Arslan, Ahmad; Golgeci, Ismail; Khan, Zaheer ; Ahokangas, Petri; Haapanen, Lauri .

I: International Journal of Organizational Analysis, 2021.

Publikation: Bidrag til tidsskrift/Konferencebidrag i tidsskrift /Bidrag til avisTidsskriftartikelForskningpeer review

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APA

Arslan, A., Golgeci, I., Khan, Z., Ahokangas, P., & Haapanen, L. (Accepteret/In press). COVID-19 Driven Challenges in international B2B Customer Relationship Management: Empirical Insights from Finnish High-Tech Industrial Microenterprises. International Journal of Organizational Analysis.

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Author

Arslan, Ahmad ; Golgeci, Ismail ; Khan, Zaheer ; Ahokangas, Petri ; Haapanen, Lauri . / COVID-19 Driven Challenges in international B2B Customer Relationship Management: Empirical Insights from Finnish High-Tech Industrial Microenterprises. I: International Journal of Organizational Analysis. 2021.

Bibtex

@article{1ca0bf7f94f9427d82f9abade0ef5cc7,
title = "COVID-19 Driven Challenges in international B2B Customer Relationship Management: Empirical Insights from Finnish High-Tech Industrial Microenterprises",
abstract = "PurposeThis paper focuses on the influences of the COVID-19 pandemic on B2B firms{\textquoteright} relationship initiation and customer relationship management in an under-explored and unique context of high-tech industrial microenterprises. We analyze the challenges posed by the COVID-19 pandemic in a specific context of B2B relationship initiation and customer relationship management dynamics by examining Finnish B2B industrial microenterprises.Methodology/ApproachThe paper uses exploratory in-depth case studies undertaken in three Finnish industrial microenterprises to analyze the influences of the COVID-19 pandemic on their new business relationship initiation, as well as relationship management with the current customers. Findings The case firms quickly adjusted to the “new normal” and used a number of technological resources, including online meetings and 3-D demonstrations, among others. A key reason for this quick adjustment was them being microenterprises. However, despite this, lack of access to customer sites remained a hindrance as their products need to fit certain production processes, which cannot be done without physical visits. Furthermore, the development of trust with new customers, especially those based in emerging markets, was challenging due to the lack of physical meetings and site visits. Research ImplicationsOur research highlights the challenges posed by the COVID-19 pandemic to B2B relationships and gives an account of the changing dynamics of relationship initiation and customer relationship management amid technological and societal disruptions. It also highlights the continued role of personal relationships and psychical meetings in such relationships. As such, our research informs B2B research that examines the role of personal relationships in B2B marketing.Practical ImplicationsThe study offers industrial microenterprise executives insights into how to face and tackle COVID-19 driven challenges in B2B customer relationship management and how to integrate technological tools in relationship management practices while understanding where face-to-face meetings are indispensable.Originality/Value/ContributionsThe study demonstrates areas in which virtual tools can and cannot be substitutes for conventional means of B2B relationship initiation and customer relationship management across developed and emerging markets. It also highlights the specificities of industrial microenterprises and their business development and customer relationship management dynamics mechanisms, a research area that has been rather ignored by prior studies. ",
author = "Ahmad Arslan and Ismail Golgeci and Zaheer Khan and Petri Ahokangas and Lauri Haapanen",
year = "2021",
language = "English",
journal = "International Journal of Organizational Analysis",
issn = "1934-8835",
publisher = "Emerald Group Publishing",

}

RIS

TY - JOUR

T1 - COVID-19 Driven Challenges in international B2B Customer Relationship Management: Empirical Insights from Finnish High-Tech Industrial Microenterprises

AU - Arslan, Ahmad

AU - Golgeci, Ismail

AU - Khan, Zaheer

AU - Ahokangas, Petri

AU - Haapanen, Lauri

PY - 2021

Y1 - 2021

N2 - PurposeThis paper focuses on the influences of the COVID-19 pandemic on B2B firms’ relationship initiation and customer relationship management in an under-explored and unique context of high-tech industrial microenterprises. We analyze the challenges posed by the COVID-19 pandemic in a specific context of B2B relationship initiation and customer relationship management dynamics by examining Finnish B2B industrial microenterprises.Methodology/ApproachThe paper uses exploratory in-depth case studies undertaken in three Finnish industrial microenterprises to analyze the influences of the COVID-19 pandemic on their new business relationship initiation, as well as relationship management with the current customers. Findings The case firms quickly adjusted to the “new normal” and used a number of technological resources, including online meetings and 3-D demonstrations, among others. A key reason for this quick adjustment was them being microenterprises. However, despite this, lack of access to customer sites remained a hindrance as their products need to fit certain production processes, which cannot be done without physical visits. Furthermore, the development of trust with new customers, especially those based in emerging markets, was challenging due to the lack of physical meetings and site visits. Research ImplicationsOur research highlights the challenges posed by the COVID-19 pandemic to B2B relationships and gives an account of the changing dynamics of relationship initiation and customer relationship management amid technological and societal disruptions. It also highlights the continued role of personal relationships and psychical meetings in such relationships. As such, our research informs B2B research that examines the role of personal relationships in B2B marketing.Practical ImplicationsThe study offers industrial microenterprise executives insights into how to face and tackle COVID-19 driven challenges in B2B customer relationship management and how to integrate technological tools in relationship management practices while understanding where face-to-face meetings are indispensable.Originality/Value/ContributionsThe study demonstrates areas in which virtual tools can and cannot be substitutes for conventional means of B2B relationship initiation and customer relationship management across developed and emerging markets. It also highlights the specificities of industrial microenterprises and their business development and customer relationship management dynamics mechanisms, a research area that has been rather ignored by prior studies.

AB - PurposeThis paper focuses on the influences of the COVID-19 pandemic on B2B firms’ relationship initiation and customer relationship management in an under-explored and unique context of high-tech industrial microenterprises. We analyze the challenges posed by the COVID-19 pandemic in a specific context of B2B relationship initiation and customer relationship management dynamics by examining Finnish B2B industrial microenterprises.Methodology/ApproachThe paper uses exploratory in-depth case studies undertaken in three Finnish industrial microenterprises to analyze the influences of the COVID-19 pandemic on their new business relationship initiation, as well as relationship management with the current customers. Findings The case firms quickly adjusted to the “new normal” and used a number of technological resources, including online meetings and 3-D demonstrations, among others. A key reason for this quick adjustment was them being microenterprises. However, despite this, lack of access to customer sites remained a hindrance as their products need to fit certain production processes, which cannot be done without physical visits. Furthermore, the development of trust with new customers, especially those based in emerging markets, was challenging due to the lack of physical meetings and site visits. Research ImplicationsOur research highlights the challenges posed by the COVID-19 pandemic to B2B relationships and gives an account of the changing dynamics of relationship initiation and customer relationship management amid technological and societal disruptions. It also highlights the continued role of personal relationships and psychical meetings in such relationships. As such, our research informs B2B research that examines the role of personal relationships in B2B marketing.Practical ImplicationsThe study offers industrial microenterprise executives insights into how to face and tackle COVID-19 driven challenges in B2B customer relationship management and how to integrate technological tools in relationship management practices while understanding where face-to-face meetings are indispensable.Originality/Value/ContributionsThe study demonstrates areas in which virtual tools can and cannot be substitutes for conventional means of B2B relationship initiation and customer relationship management across developed and emerging markets. It also highlights the specificities of industrial microenterprises and their business development and customer relationship management dynamics mechanisms, a research area that has been rather ignored by prior studies.

M3 - Journal article

JO - International Journal of Organizational Analysis

JF - International Journal of Organizational Analysis

SN - 1934-8835

ER -