QUALITATIVE INVESTIGATION OF TAM
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CES and outside of it, is around the high failure rates for CRM adoption. This review also
investigates the critical success factors of CRM implementation in organizations to provide
insights on effectively using CRM within CES organizations. It also examines adoption and
implementation best practices that can lead to a successful CRM implementation. Additionally,
there is an extensive amount of existing research on the impact of CRM systems on
organizational performance, suggesting it is one of the most critical enterprise information
systems an organization can use to maintain a competitive advantage, track lifecycle engagement
with clients and customers, and provide better service to clients. This includes the ability to co-
create knowledge with customers about the organization and its products and services;
potentially strengthen CES services by gaining valuable insights and feedback from the
communities it serves; and improve client satisfaction, engagement, retention, and loyalty.
The CES holds a unique place in higher education. Within the land-grant university
system, there are typically three areas of activities: research, Extension, and academics
(commonly referred to as “ teaching ” ). This creates challenges for implementing new technology
within any university, considering the various scenarios departments or organizations within the
institution may face and the audiences each of these organizations may serve. Unlike a
traditional student information system used by a college or university admissions department that
tracks prospective students from the time they apply through graduation, the CES serves a very
different audience by providing the public with various research-based educational programs.
The CES is headquartered within each land-grant university in the United States, but a
considerable number of CES employees work in offices outside the main or satellite campus of
the university and perform work in offices located across approximately 3,000 counties in the
United States. Data from the landscape assessment suggests that one particular area of concern
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