Application of TAM to adoption of cloud based CRM

Abstract

Traditional businesses spend millions of dollar in building, operating and managing legacy software and infrastructure. We are at the cusp of a technology revolution fuelled by an endless expansion of bandwidth and network computing capacity termed 'Cloud Computing'. Enterprises today are adopting consumption based services as the cloud paradigm is taking over the entire IT stack of services. Under this backdrop, we propose to study the challenges in the adoption of cloud based CRM systems like salesforce.com as against legacy rivals like SAP and Oracle/Siebel CRM. We intend to apply conceptual frameworks like the Technology Adoption Model (TAM) to investigate the belief attitude intention behavior causal relationship among potential users and explore factors like cost benefits, reliability, and credibility which influences customer acceptance of cloud based CRM systems.