QUALITATIVE INVESTIGATION OF TAM
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Similarly, Parahita et al. (2021) conducted a case study on CRM system implementation
to analyze the critical success factors. This research sought to explain the CRM implementation
process, including identifying issues, phases of implementation, and the business process
(Parahita et al., 2021). The study states that technology implemented in a company must provide
clear value or function aligned with the expectations of users of the system and needs support
from users to achieve success. With an explanatory case-study design that examined an
Indonesian tower provider company, Parahita et al. (2021) investigated how the CRM system
was implemented and what the critical success factors affecting the success of the CRM system
implementation were. Data collection for this case study takes place during the CRM selection
phase, implementation, staff training, and the go-live stages (Parahita et al., 2021). Additionally,
five senior managers from each department were interviewed, and five departments were chosen
that represented customer processes such as finding new customers, billing, and support.
Additional interviews were conducted with two employees who oversaw the technical
implementation of the CRM system. The findings of this study reveal that three perspectives
influence several success factors: people, process, and technology. The success factors related to
people include support from leaders and managers, sufficient employee knowledge and
capabilities, and effective teamwork. The success factors of the process perspective include
effective project documentation management and internal support. Finally, the success factors of
the technology perspective include real-time transactions and integration with existing business
processes and applications.
Cieciora et al. (2020) investigated the critical success factors of CRM implementation in
small and medium-sized enterprises in Poland. This study indicates that properly used CRM
systems can significantly increase the efficiency of company operations and enable an
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