Product adoption · Empirical survey/model of CRM adoption and implementation
The adoption of customer relationship management (CRM) technology in SMEs: An empirical study
Journal of Small Business and Enterprise Development · 2013
Summary
Management perception, employee involvement and firm size influence CRM implementation; the feature mix implemented also varies with industry and these organizational factors.
For your marketing
Possible founder application
Make onboarding organizational, secure internal champions, and scope features to firm capacity and industry—not just technical capability.
Reported result
What the study found
Management perception, employee involvement and firm size influence CRM implementation; the feature mix implemented also varies with industry and these organizational factors.
Research question
What the authors investigated
Which organizational and individual factors explain SME CRM adoption and extent of implementation?
Design
Empirical survey/model of CRM adoption and implementation
Sample and setting
Small and medium-sized enterprises.
Scope and transfer
Limitations to keep in view
Abstract-only evidence; the setting/design limits generalization beyond the studied context.
Research sources
Publisher abstract