The Assessment of the Application of the TOE Framework by SMEs in KwaZulu Natal in the Adoption of CRM

Small And Medium Enterprises (SMEs) contribute significantly to the growth of economies despite numerous issues that limit their expansion. One of the strategies that can assist SMEs in enduring and overcoming financial challenges is the use of customer relationship management (CRM). The advantages of CRM are too great to pass up the chance, and its adoption may even be crucial to the future success of SMEs. The aim of this study was to assess the application of the TOE framework to the adoption of CRM by SMEs in KwaZulu Natal. The study unpacked the use of the Technological, Organizational, and Environmental (TOE) framework as a guide for the implementation of CRM strategies. To assess these parameters, a quantitative research methodology was employed. Even if organisational, environmental, and technological elements are crucial, education emerged as the primary force behind adoption. According to the study's findings, the TOE framework has to be contextualised to the geopolitical and social contexts of the SMEs under inquiry.