A Framework for the Adoption of Electronic Customer Relationship Management Information Systems in Developing Countries

Abstract: Managing customer relationships electronically has become one of the most crucial activities organizations are undertaking so as to remain competitive in business. This is more critical, especially for Small and Medium Enterprises (SMEs) that have limited resources compared to large corporations. However, many Electronic Customer Relationship Management (e-CRM) information systems have failed to achieve their objectives due to adoption problems. This is partly attributed to the lack of appropriate e-CRM adoption frameworks. A few frameworks that exist are too broad and general to cater for the unique adoption requirements of developing countries such as poor regulations, poor and/or lack of internet connectivity, and poor infrastructure including software and hardware. This study developed a framework for the adoption of e-CRM information systems in developing countries. A cross-sectional research approach involving design science and survey research methods were used. Primary data were gathered from SMEs located in 30 districts of Uganda. A self-administered questionnaire was the main data collection tool. Descriptive statistics were used to analyze data and refine the requirements for adoption of e-CRM information systems. The key findings from the study indicate that for successful adoptions of e-CRM information systems, there should be user sensitization, training and well established infrastructure. The findings also indicat