Volume : 3, Issue : 5, May - 2014

A study on barriers in adoption of mCRM system

Prof. Dr. T. G. Mirge

Abstract :

Technology adoption is a medium for growth among Indian businesses and for the growth of the Indian economy as a whole. It has change the way of doing business to many companies. Revolutionary technologies are more and more being adopted by Indian businesses to facilitate collaboration, trade, learn, manage company business processes and deliver services. In India, businesses are adopting technology in major ways, particularly with respect to mobile technology. Due to constant change of technology, companies’ battle to win customers has become more and more intense. Maintaining customer and building long term relationships has turned out to be unavoidability for companies who want to achieve something in today’s consumer responsiveness market. New–fangled systems are developed that permit firms to manage and govern their relationships to the customers. These applications are called Customer Relationship Management (CRM) Systems concept which has evolved as a strategy rather than just a technological system and have been transformed into single of the majority oadly adopted business solution in the private sector. In the mean time, with an efficient mCRM strategy the company can learn which customers are to keep, put more focus on and develop further relationships with and which ones to be loose. Mobile CRM has become one of the most popular subjects mentioned in business literature today. The aim of this paper is to examine reasons for mCRM acceptance and barriers in adoption of mCRM system. The foremost focal point of this study is to find out why companies chose to adopt or not adopt mCRM systems