QUALITATIVE INVESTIGATION OF TAM
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Appendix B: Semi-structured Interview Questions
1. How do you define CRM? 2. How familiar are you with CRM technology and its potential applications? 3. Can you share experiences or observations regarding the use of CRM systems in enhancing your internal and external communications? 4. In your opinion, what are the benefits of implementing a CRM system? 5. What challenges or barriers do you foresee in adopting and integrating CRM technology? 6. Can you provide examples of how CRM technologies may improve client engagement and outreach efforts? 7. What factors contribute to the diffusion of CRM technologies within your organization? 8. Can you share any use cases or success stories of CRM implementation that you have come across? 9. What are the key considerations that you think should be taken into account when selecting and implementing a CRM system? 10. How do you envision the future of CRM technology in the CES? 11. Why did you discontinue use of a CRM system?
12. How did your employees handle acceptance of CRM adoption? 13. What challenges did your employees face in adopting CRM?
14. What were the critical success factors of adopting or implementing a CRM system? 15. What pre-adoption approaches are you engaging in/considering for eventual CRM implementation? 16. Can you elaborate on any specific concerns or challenges that you perceive in implementing a CRM system? 17. How do you currently manage internal and external communications, client engagement, and outreach efforts without the use of CRM technologies? 18. What alternative approaches to CRM have you considered? 19. What would need to change for you to consider adopting CRM technology? 20. What are the potential risks associated with CRM implementation? 21. Have you had experiences or observations from other organizations that have deterred CRM implementation, and if so, what are they? 22. What criteria do you use to evaluate whether a certain technology is worth adopting?
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