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Review Papers | Information Technology | Kenya | Volume 5 Issue 11, November 2016
Determinants of Implementation and Adoption of Customer Relationship Management (CRM) System
John Wamai [2] | David M. Nzuki [5]
Abstract: For CRM to be implemented, adopted and used effectively, the organizations requires to understand how to implement and get maximum benefits from a CRM. This study sort to find out the factors that determine implementation and adoption of CRM through a review of other studies in the areas of CRM implementation and adoption. The paper discusses the results of the review in relation to factors that determine the adoption of the CRM systems. The study concluded that the main factors affecting CRM adoption are environment, People, Objectives and Requirements, processes, technology and Data as the key factors.
Keywords: CRM, Adoption, Environment, People, Processes, Technology, Data
Edition: Volume 5 Issue 11, November 2016,
Pages: 1467 - 1471
Similar Articles with Keyword 'CRM'
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Research Paper, Information Technology, United States of America, Volume 12 Issue 4, April 2023
Pages: 1524 - 1530OCR and AI Augmented CRM Systems: A Novel Approach to Customer Data Mining and Analysis for Digital Transformation
Sharda Kumari [3] | Avinash Malladhi [2]
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Research Paper, Information Technology, United States of America, Volume 12 Issue 4, April 2023
Pages: 1464 - 1469