Customer Relationship Management System Usage in South African Energy Utility Industries

Organizations are spending lots and lots of money acquiring new solutions and or, improving on the existing ones for continuous improvement to processes and practices to effectively run the business. Customer service is one of the major players in any organization. To be able to support the customers, the organisation has to make sure it has suitable solutions to support this need. Many organizations use Customer Relationship Management (CRM) systems to directly influence the needed performance in customer service. The purpose of the study was to develop a conceptual framework for CRM system usage in energy utility industry in South Africa. In order to achieve this, the researcher reviewed literature relevant for CRM system usage in energy utility industry. Several theories talking about CRM system use, adoption, acceptance, and implementation were also reviewed. The study collected data using close-ended questionnaires that were developed based on the technology-organization-environment (TOE) and Task-technology fit (TFF) frameworks. The data were collected from different participants within the energy utility industry. The collected data were analysed quantitatively using the Statistical Package for Social Scientists (SPSS). The results of the study indicated that task characteristics, technology, environment, organization as well as security characteristics, influence CRM usage in South African energy utility industries. This research study contributed to the Information Systems' body of knowledge by presenting a framework that would be used for CRM system usage in South African energy utility industries.