BUSINESS PERFORMANCE

This study investigated the influence of Customer Relationship Management (CRM) practices on business performance among small-scale tailoring enterprises in Benin City, Nigeria. The objectives were to examine CRM adoption levels, assess its effects on customer retention and loyalty, evaluate the role of technology and record management, investigate the impact of personalized customer service on business growth, and identify implementation challenges. A descriptive survey design was adopted, and data were collected using a structured questionnaire administered to 395 tailoring enterprises, determined through Cochran's formula. A total of 321 valid responses were obtained, representing an 81.3% response rate. Data were analysed using descriptive statistics and Pearson correlation at 0.05 significance level. Findings revealed high CRM adoption among tailoring businesses, particularly in maintaining customer records, leveraging feedback to improve service quality, and engaging customers through digital platforms such as WhatsApp and Instagram. The study established a significant positive relationship between CRM adoption, customer retention, and business performance. Technology and record management moderately enhanced operational efficiency and sales growth, while personalized service delivery significantly promoted customer satisfaction and repeat patronage. However, financial limitations, inadequate technological infrastructure, and insufficient employee training were identified as key implementation barriers. The study concludes that strategic CRM adoption is vital for enhancing competitiveness, profitability, and long-term sustainability. It recommends that tailoring enterprises invest in affordable technology-driven CRM systems, prioritize employee training, and strengthen customer-focused relationship strategies to achieve improved business outcomes in Nigeria's fashion industry.

on the business performance of Small and Medium-sized Enterprises (SMEs) in the context of the COVID-19 pandemic. To address its objectives, the research formulated four research questions, four objectives, and two hypotheses. A sample of 100 respondents was surveyed using questionnaires. Data analysis was conducted using SPSS version 20.0 and Eviews 10, with descriptive statistics presenting the results and regression tests assessing the research hypotheses. The findings highlighted the substantial influence of ICT adoption on SMEs' business performance during the COVID-19 crisis. Various ICT tools were adopted, including telecommuting options, virtual communication platforms, cloud computing, CRM software, and e-commerce platforms. Regression analysis confirmed the positive relationship between ICT adoption and improved business performance. However, SMEs encountered challenges during this transition, such as limited internet access, financial constraints, power outages, inadequate employee technical skills, and a lack of awareness regarding ICT benefits. Notably, the study revealed that while resources and technological capability significantly influenced ICT adoption, perceived usefulness did not. The study recommends several actions based on these findings. Businesses should promote the use of ICT tools to enhance productivity, particularly during crises. Efforts should focus on improving internet infrastructure and affordability for SMEs, with a stronger allocation of resources toward ICT adoption and employee skill development. Comprehensive awareness programs should educate stakeholders on ICT benefits, and businesses should prioritize resource allocation and technological capability enhancement for successful ICT adoption. These recommendations can help SMEs leverage ICT effectively for sustained business performance.

The study investigated the influence of entrepreneurial characteristics on business performance. The purpose of the study was to determine the influence of entrepreneurial competency, innovation and skill acquisition on business performance, also to identify the factors affecting entrepreneurial development in Nigeria. Four research questions guided the study. A descriptive survey research was used for the study. The population of the study was 430 entrepreneurs and the sample was 86 entrepreneurs within the University of Benin community. Data was collected through the use of a well-structured questionnaire and the copies were administered, collected and analyzed. Mean was
used for the data analysis. The findings revealed that entrepreneurial competency, innovation and skill acquisition influence business performance. The study recommends amongst others that on-the-job trainings and conferences should be encouraged in firms to increase
entrepreneurs’ competency and competitive strategies, practical entrepreneurship approach should be adopted in teaching entrepreneurship in schools, also infrastructures such as electricity, good roads, should be put in good shape to ensure the survival of business enterprise and the creation of new business venture.