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Technological advancements are reshaping organizational strategies, yet the role of Knowledge Management Systems (KMS) with Industry 4.0 in CRM performance remains underexplored, especially in Jordanian SMEs. This study examines the impact of IT infrastructure, collaborative technologies, and IT adoption on CRM performance, focusing on the moderating role of Industry 4.0. All hypotheses were supported, confirming that IT infrastructure, collaborative technologies, and IT adoption positively impact CRM performance. Industry 4.0 strengthens these relationships, amplifying the benefits of technological investments in CRM. This study guides SMEs, policymakers, and business leaders in optimizing CRM through digital transformation. It highlights the importance of IT investment, collaborative technologies, and Industry 4.0 integration to enhance CRM performance and competitiveness.

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Unlocking CRM Performance Through Knowledge Management Systems: The Moderating Role of Industry 4.0 in Jordanian SMEs

  • 章节

  • 发表日期：

    2026年

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  • Suleiman Ibrahim Shelash Mohammad,
  • Anber Abraheem Shlash Mohammad,
  • Asokan Vasudevan,
  • Khaleel Ibrahim Al-Daoud,
  • Muhamad Saufi Che Rusuli,
  • Dheifallah Ibrahim Mohammad,
  • Abdullah Ibrahim Mohammad,
  • Sam Toong Hai,
  • Ala’a M. Al-Momani

摘要

Technological advancements are reshaping organizational strategies, yet the role of Knowledge Management Systems (KMS) with Industry 4.0 in CRM performance remains underexplored, especially in Jordanian SMEs. This study examines the impact of IT infrastructure, collaborative technologies, and IT adoption on CRM performance, focusing on the moderating role of Industry 4.0. All hypotheses were supported, confirming that IT infrastructure, collaborative technologies, and IT adoption positively impact CRM performance. Industry 4.0 strengthens these relationships, amplifying the benefits of technological investments in CRM. This study guides SMEs, policymakers, and business leaders in optimizing CRM through digital transformation. It highlights the importance of IT investment, collaborative technologies, and Industry 4.0 integration to enhance CRM performance and competitiveness.