Technology Acceptance Model in U.S. Extension: CRM Adoption

QUALITATIVE INVESTIGATION OF TAM

problems with IT systems adoption in small and medium-sized enterprises, and there are no

methodologies for their implementation. Therefore, it is important to determine the failures and

highlight some recommendations (Januszewski & Krupcala, 2021). Using a multi-search engine

approach of various bibliography databases, the authors conducted an extensive literature review

on content related to the impact of CRM on organizational effectiveness and performance, and

the impact of time management on organizational effectiveness and performance. A case study

was designed, including participant observation and direct unstructured interviews, over the

course of 11 months. It focused on the organization of work and communication within the

company and was recorded in an observation log. The questionnaire contained 40 questions

across five different groups that were concerned with the premises for implementing a CRM

system, the implementation process, and the reasons for giving up on the system, the

questionnaire examined human aspects such as support from top management, employee

resistance, and perceived conclusions from the unsuccessful attempt at CRM adoption. The

research findings show a significant impact of the CRM system and time management tools on

increasing organizational effectiveness and performance. Additionally, this research found that

individuals who did not have time management tools in place used the CRM less and were not

able to benefit from its potential, therefore becoming a reason for CRM implementation failure.

Finally, the lack of knowledge of IT management support, tools, training, and the non-intuitive

nature of the technology presented barriers for full CRM adoption and led to failure.

Paliouras and Siakas (2017) engaged in a case study of social CRM to examine the

importance of CRM and social CRM for businesses and provide perspectives on objectives and

types of CRM, the working cycle of CRM, stages of CRM strategy, and technology tools used.

The goal of this research was to create a social CRM strategy in collaboration with the