Exploring the Challenges of Migration Towards Cloud-based CRM: A Multidimensional Perspective

Document Type : Research Paper

Authors

1 Department of Business, Hazrat-e Masoumeh University (HMU), Qom, Iran

2 Department of accounting and Management, College of Farabi, University of Tehran, Qom, Iran

10.22059/ijms.2024.372661.676553

Abstract

Cloud-based CRM has emerged as a popular option for organizations due to its cost-effectiveness, flexibility, and ease of use. However, migrating to cloud-based CRM brings critical challenges that organizations must consider. The current study aims to comprehensively explore the main challenges of cloud-based CRM and investigate their importance by using a mixed method approach. First, to identify the main challenges regarding migration towards cloud-based CRM, a review of related literature, along with qualitative semi-structured interviews, were conducted; then, the extracted main challenges and sub-challenges were weighted and prioritized using the best-worst method (BWM). The research findings categorize the primary challenges of cloud-based CRM into four key areas: organizational, technical, vendor-related, and environmental. Findings from the BWM indicate that organizational and technical challenges are ranked as the most critical, followed by vendor-related and environmental challenges. This research contributes an integrated framework that provides a clearer understanding of cloud CRM’s multifaceted challenges, essential for successful deployment.

Keywords

Main Subjects

References

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Interdisciplinary Journal of Management Studies (Formerly known as Iranian Journal of Management Studies)
Volume 18, Issue 1
January 2025
Pages 173-193

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