QUALITATIVE INVESTIGATION OF TAM
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regarding data privacy (18%), potential failures in adoption or implementation (14%), poor data
management (12%), costs and resources (10%), and perceived ease of use (6%).
Figure 5: Perceived Risks of CRM Systems — Interview Participants
Lastly, an analysis was conducted on what interview participants reported as the critical
success factors of CRM adoption and implementation (see Figure 6). Each participant provided a
set of critical success factors, with factors being identified through codes such as “ LC ”
(leadership commitment), “ PU ” (useful), “ TS ” (training and support), “ IS ” (integration and
interface strategy), “ SOP ” (strategic organizational planning), “ CP ” (champion presence), “ CR ”
(costs and resources), “ DS ” (data security), “ DP ” (data privacy), “ EA ” (early adopters), “ AC ”
(accountability), “ PP ” (policies and procedures), and “ UB ” (user buy-In). The most frequently
used responses for critical success factors included training and support ( n = 14), followed by
perceived usefulness, leadership commitment, user buy-in, integration strategy, strategic
organizational planning, champion presence, and perceived ease of use.
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