Nguyen, Thuyuyen, Newby, Michael and Waring, Teresa (2012) Understanding customer relationship management (CRM) technology adoption in SMEs: an empirical study in the USA. In: UK Academy of Information Systems 17th Annual International Conference, 27-28 March 2012, Oxford, UK.
Full text not available from this repository. (Request a copy)Abstract
Customer Relationship Management Systems have been employed by large organisations for a number of years, but with the availability of inexpensive hardware and software and easy access to the Internet, Small and Medium-sized Enterprises (SMEs) are now starting to adopt CRM systems. This paper describes a study of the factors influencing CRM adoption in 126 SMEs in the retail, manufacturing and service sectors in Southern California. The factors considered were management characteristics, the firm’s characteristics, employee characteristics, and IT resources. The results indicate that management’s innovativeness affects the firm’s perception of CRM systems, but age, education and gender do not. The decision to implement a CRM system is influenced by management’s perception of CRM, employee involvement, the firm’s size, its perceived market position, but not the industry sector. However, the number and types of CRM features implemented are affected by management’s perception of CRM, employee involvement, the firm’s size, the industry sector, but not its perceived market position.
| Item Type: | Conference or Workshop Item (Paper) |
|---|---|
| Subjects: | G500 Information Systems J900 Others in Technology N100 Business studies N200 Management studies |
| Department: | Faculties > Business and Law > Newcastle Business School |
| Depositing User: | Thuyuyen Nguyen |
| Date Deposited: | 04 Oct 2012 15:37 |
| Last Modified: | 19 Nov 2019 09:52 |
| URI: | http://nrl.northumbria.ac.uk/id/eprint/9423 |
Actions (login required)
 |
View Item |
Downloads
Downloads per month over past year
