Working Paper 2014 - 356 ICT acceptation : The case of CRM project

The implementation of Information and Communication Technology (ICT) project constitutes a major change for any organization, the actual implementation appears to be very heavily biased toward the technological aspects while paying little attention to managing the changes in process, structure and culture. Besides, we wonder what kind of measures should be taken along with the shifts induced by the ICT in order to make them accepted by the users. To give a concrete answer to this challenge, we undertook a qualitative and exploratory study related to a CRM implementation project in a banking institution. To study the impact of change management measures of the ICT acceptation we propose to adopt, for the future research, an empirical approach based on the Technology Acceptance Model (Davis, 1989).