ABSTRACT
Adoption of the system by its user base is widely considered as a precondition for realizing other successes from customer relationship management, and as a result, adoption is the primary goal for which organizations should drive in order to realize subsequent benefits. This chapter explores elsewhere, some firms may lean too far toward revenue as the primary measure of success when they may actually be realizing other intermediate gains such as operational efficiencies. It also explores adoption's theoretical frameworks. The chapter examines technology acceptance model and subsequent evolutions of this model such as the unified theory of the acceptance and use of technology. It discusses the specific adoption variables such as individual innovativeness, personalities, and peer pressure. The chapter also examines gamification and incentives as mechanisms to improve adoption, understanding that these approaches leverage core psychological paradigms of particular presence in salespeople.
