Organizational Factors Influencing Effective Use of CRM Solutions

Šebjan, Urban; Bobek, Samo; Tominc, Polona

doi:10.1016/j.protcy.2014.10.113

Cited by 30 publications

(12 citation statements)

References 69 publications

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“…Finally, the six factor, usefulness of application, includes three factors including security and confidentiality, ease of use and transparency in operations. The results of this study are consistent with other findings (Beerli et al, 2004;San Martín & Herrero, 2012;Šebjan et al, 2014). Azad, et al (2014), for instance, performed an empirical investigation to find important factors influencing data security in Municipality of city of Tehran, Iran and determined that process approach and the acceptance were influencing the most on the performance of organizations.…”

Section: Resultssupporting

confidence: 90%

Factors influencing intention to use electronic services on organizational performance

Abadi¹,

Fathi²,

Naami³

2016

10.5267/j.uscm

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Organizational performance is influenced by several factors including electronic services. In fact, electronic services play essential role on the performance of organizations with significant number of clients. The objective of this study is to determine factors influencing on intention to use electronic services on organizational performance in social service organization in Iran. The study designs a questionnaire in Likert scale and distributes it among 231 randomly selected employees who worked for social security organization in city of Tehran, Iran. Using principle component analysis using varimax rotation, the study determines six factors including culture, communication, customer, employee engagement, learning organization, service management, and usefulness of application, which influence the most on organizational performance.

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Section: Resultssupporting

confidence: 90%

Factors influencing intention to use electronic services on organizational performance

Abadi¹,

Fathi²,

Naami³

2016

10.5267/j.uscm

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“…CRM systems differ from one to the next as CRM vendors follow varying technological standards for their development [ 24 ]. CRM solutions investments in the form of software, hardware, and services provide support to office functions in terms of marketing, selling, and services [ 25 , 26 ]. In relation to this, Rosman and Stuhura (2013) [ 27 ] noted that CRM technology relates to different organizational departments together, allowing the firms to interact efficiently with their customers.…”

Section: Customer Relationship Management (Crm)mentioning

confidence: 99%

“…‘Relative advantage’ is among the five innovation characteristics that significantly impact the IT innovation adoption among firms [ 26 , 57 – 62 , 66 – 91 , 93 , 95 – 98 , 107 – 109 ]. [ 75 ] reveal that the ‘relative advantage’ significantly affected the adoption of CRM systems in hospitals.…”

Section: Factors Influencing Crm Adoptionmentioning

confidence: 99%

The determinant factors for the adoption of CRM in the Palestinian SMEs: The moderating effect of firm size

2021

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CRM adoption can provide innumerable benefits to the SMEs performance, including solving customer problems in a timely manner, enhancing customer satisfaction by appointing an expert to solve issues and queries, and the like. This study aims to examine the moderating effects of the firm size in the adoption of CRM in the Palestinian SMEs. A quantitative approach was used to investigate the relationships between the variables, which are compatibility, IT infrastructure, complexity, relative advantage, security, top management support, customer pressure, and competitive pressure. A questionnaire was designed to collect data from 420 SMEs in Palestine. A total of 331 respondents completed and returned the survey. The Partial Least Square-Structural Equation Model (PLS-SEM) approach was used to assess both the measurement and structural models. The Diffusion of Innovation Theory (DOI) and Technology, Organization, and Environment Framework (TOE) framework were employed to identify the determinant factors from the technological, organizational, and environmental perspectives. The findings and conclusions of this study provide show that the moderating effect of firm size has significant effect compatibility, top management support, customer pressure, and IT infrastructure factors.

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“…In study about the organizational factors influencing effective use of CRM, [19], used conceptual model developed based on the Technology Acceptance Model (TAM). In the literature review of this study, we find that many researchers often analyze the usefulness of CRM solutions at the level of individuals, and less at the level of organization and its orientations.…”

Section: Literature Reviewmentioning

confidence: 99%

The Reality of the Use of Customer Relationship Management (CRM) by the Employees of the Department of Social Services in the Deanship of Students Affairs at Sultan Qaboos University, the Sultanate of Oman

Saleem¹

2019

JOEBM

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Universities around the world offer a variety of services and deal with a large number of customers. To guarantee customers' loyalty, they have to use a strategy call "Customer Relationship Management "CRM". This strategy has four components and a university has to follow each of the four components, if they want to be successful with customers. This study was conducted at the Department of Social Services in the Deanship of Student Affairs (DSA) at Sultan Qaboos University in Oman (SQU). The study aims to answer the following question "What is the reality of the use of CRM at social services Department of DSA?" The study used interview as a research tool for data collection. The interview was conducted with 24 employees of the Department of Social Services at Deanship of Students Affairs.

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Organizational Factors Influencing Effective Use of CRM Solutions

Cited by 30 publications

References 69 publications

Factors influencing intention to use electronic services on organizational performance

Factors influencing intention to use electronic services on organizational performance

The determinant factors for the adoption of CRM in the Palestinian SMEs: The moderating effect of firm size

The Reality of the Use of Customer Relationship Management (CRM) by the Employees of the Department of Social Services in the Deanship of Students Affairs at Sultan Qaboos University, the Sultanate of Oman

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