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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