QUALITATIVE INVESTIGATION OF TAM
131
the cracks or someone reached out about something, we didn ’ t have it, but six months later we do have that program and we can ’ t remember what that person ’ s email address was or their phone number or, you know, those kinds of things. ” “You can look in the analytics and see exactly what topics people are clicking on, how many people are opening your emails, how many times they ’ re opening your emails.”
Andrea Simpson
EIT
RQ2: Barriers and Organizational Impacts
All participants were asked about their perceived barriers to adoption or potential
adoption of CRM technologies within their organizations (see Figures 9-10). Among interview
participants, the most frequently reported perceived barriers to CRM adoption and
implementation include training and support, employee resistance, and costs and resources.
Survey participants also reported several perceived barriers to CRM adoption and
implementation. The most frequently reported perceived barriers from survey participants
include costs and resources, training and support, perceived usefulness, employee resistance, and
data security. For interview participants, the top five perceived barriers to CRM adoption and
implementation include training and support, employee resistance, costs and resources, perceived
ease of use, and perceived usefulness. See Table 3 for quotations from interview participants
regarding their perceived barriers to CRM adoption.
Powered by FlippingBook