Organizational Factors Influencing Effective Use of CRM Solutions

Urban Šebjan · Samo Bobek · Polona Tominc

42 citations0/0 files storedProcedia Technology

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Technology Adoption and User Behaviour ERP Systems Implementation and Impact Corporate Governance and Management

Abstract

In this paper we discuss the issues of effective use of information solutions of customer relations management. The conceptual model is developed based on the Technology acceptance model (TAM). In the literature we can see that researchers often analyze the usefulness of CRM solutions at the level of individuals, and less at the level of organization and its orientations. These aspects are included in the model, proposed in this article, by the set of organizational factors which may influence the effective use of CRM solutions. Organizational factors are reflected in the three types of orientations – in process, technological and innovation orientation of organization. The conceptual model is presented and organizational factors are discussed in more detail. The original value of this paper is in the constructed conceptual model that combines use of CRM solutions at the level of organization and critical organizational factors. The platform of the conceptual model enables its future empirical testing.

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References

2003User Acceptance of Information Technology: Toward A Unified View1 1989User Acceptance of Computer Technology: A Comparison of Two Theoretical Models 2012The Practice of Management 2003Understanding customer relationship management (CRM)2003Predicting consumer intentions to use on-line shopping: the case for an augmented technology acceptance model 2003Sources of Influence on Beliefs About Information Technology Use: An Empirical Study of Knowledge Workers1 2002Market Orientation and Alternative Strategic Orientations: A Longitudinal Assessment of Performance Implications 2005The Role of Relational Information Processes and Technology Use in Customer Relationship Management

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