How SMEs in the USA Apply Crisis Management and CRM During Covid-19

Sammanfattning

This paper will provide background knowledge on matters within crises such as pandemics and SMEs in the United States of America. There will also be an awareness of crisis management displayed, as well as underlying topics such as customer relationships. The research will share the insights and knowledge gathered in order for small and medium sized enterprises to understand which strategy they are using or if they perhaps need one. This will help businesses know if they have to change their approach or adapt their strategy to be able to achieve a positive post-crisis outcome. The concepts of crisis management and customer relationship management, in conjunction with theories such as situational crisis communication theory and proactive and reactive methods lead to answering the need and application of crisis planning. Through the utilization of different theories, models, and interview data the information gathered will aid in examining how SMEs in the USA contribute with the distribution of knowledge toward crisis management plans and the concepts' importance.