QUALITATIVE INVESTIGATION OF TAM
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Appendix A: Survey Questions
1. What is your institution? 2. What is your job title/role? 3. What is the current usage of CRM within your organization? a. Currently using b. Evaluating use c. Discontinued use d. No plans to use 4. Why did you discontinue use of your CRM system?
5. Why are there no plans to use a CRM? 6. Which CRM system are you using? 7. Which CRM system are you evaluating?
8. What were/are the primary institutional barriers to using or adopting a CRM system? 9. What were/are the primary organizational barriers to using or adopting a CRM system? 10. What benefits do you perceive can be gained from using a CRM system? 11. Please describe your biggest “win” from using a CRM system. 12. What other technology solutions have you linked or do you plan to link to your CRM to support the work of your organization? 13. In thinking about your CRM implementation, what do you wish you knew when you started? 14. Please rate your perceived ease of use of CRM systems. a. Very easy to use b. Somewhat easy to use c. Average ease of use d. Somewhat difficult to use e. Very difficult to use 15. Please rate your perceived usefulness of CRM systems in accomplishing your organizational goals. a. Very useful b. Somewhat useful c. Average usefulness
d. Not very useful e. Not useful at all
16. First name/last name 17. Email address
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