Examing significant factors and risks affecting the willingness to adopt a cloud–based CRM

Abstract

Given the advantages of and significant impact that Cloud-based CRMs have had on achieving competitive edge, they are becoming the primary choice for many organizations. However, due to the growth of concerns around cloud computing, cloud services might not be adopted with as much alacrity as was expected. A variety of factors may affect the willingness to adopt a cloud-based CRM. The purpose of this study, therefore, is to explore the factors that influence the adoption of a cloud-based CRM in SME’s, from the perspectives of the client organizations and users. We then propose a research model, grounded in the Resource Based View Framework (RBV), the Theory of Technology Acceptance Model (TAM2), Risks and Trust Theories. This report recommends a research methodology. It offers recommendations for practitioners and cloud service providers to effectively assist in the adoption of cloud-based CRMs in organizations.