Title: A systematic literature review on the adoption of CRM in project-based organisations

Authors: Selorm Kofi Tagbo; Adebayo Felix Adekoya; Patrick Kwabena Mensah

Addresses: Department of Computing and Information Sciences, Faculty of Computing, Engineering and Mathematical Sciences, Catholic University of Ghana, P.O. Box 363, Sunyani, Bono Region, Ghana ' Department of Computing and Information Sciences, Faculty of Computing, Engineering and Mathematical Sciences, Catholic University of Ghana, P.O. Box 363, Sunyani, Bono Region, Ghana ' Department of Computer Science and Informatics, University of Energy and Natural Resources (UENR), P.O. Box 214, Sunyani, Bono Region, Ghana

Abstract: The purpose of this review is to dissect and analyse various publications on the adoption of customer relationship management (CRM) and to identify some key trends specifically on its application in project-based organisations between 2014 and 2024. Through a methodical literature review inspired by PRISMA, we would be able to determine the commonest barriers and critical success factors in these publications. Initially, two hundred and fifty-six articles were retrieved from reputable databases like Microsoft Academic, Google Scholar, Scopus, Science Direct, ACM digital library, IEEE Xplore, and Web of Science. Snowballing helped to capture other relevant papers that escaped the auto-search. Results showed that the most identifiable barriers to CRM implementation in project-based organisations emanate from the organisation itself. Similarly, a chunk of the critical success factors are centred within the organisation. It also came to light that CRM adoption within the African continent received the least attention from researchers.

Keywords: project-based organisations; customer relationship management; CRM; critical success factor; customer barrier; PRISMA; CRM adoption.

DOI: 10.1504/IJSSS.2024.144736

International Journal of Society Systems Science, 2024 Vol.15 No.2, pp.170 - 208

Received: 28 Apr 2024
Accepted: 07 Dec 2024
Published online: 28 Feb 2025 *

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