Investigating the Antecedents to the Adoption of SCRM Technologies by Start-up Companies

A paper in collaboration with colleagues in the school of business: 

Investigating the Antecedents to the Adoption of SCRM Technologies by Start-up Companies

Despite their fairly recent emergence, start-up companies now play an important role in the economic development of countries around the globe. These companies have fewer tangible assets and capital, and therefore, the efficient delivery of services and products is a key business priority for them. Customer Relationship Management (CRM) technologies, which are designed to facilitate customer engagement during the design, development and delivery of services and products may play a significant role in the success or failure of start-up companies. Developments in new communication technologies have transformed traditional CRM into Electronic CRM (eCRM), Mobile CRM (mCRM); and more recently, Social CRM (SCRM). However, there remains very little understanding of the factors affecting SCRM adoption in start-up businesses. The relative newness of SCRM technologies, coupled with the swiftly evolving nature of start-up companies: which has made them difficult cases to study – has limited the amount of research undertaken in this area. This paper aims to close this gap by proposing a framework that depicts the factors affecting start-up companies’ intention to adopt SCRM applications, and explores the relative importance of these factors. Inspired by an extended Technological, Organisational and Environmental (TOE) framework, this paper investigates effects of Technological Characteristics (TC), Organisational Characteristics (OC), Environmental Characteristics (EC) and Managerial Characteristics (MC) on start-up companies’ intentions to adopt SCRM applications.

The results outlined in this research indicate that the observability, compatibility and trialability of SCRM solutions positively affect SCRM adoption in start-up businesses. Moreover, the availability of internal financial resources has a similarly positive effect. When considering environmental characteristics, it was found that support from venture capitalists, crowdfunding support, governmental support, business angels support and external pressure all positively affect the intention to adopt SCRM applications within start-up businesses.

Here is the link to the article:


Ali Dehghantanha

Dr. AliDehghantanha ( has served for more than a decade in a variety of industrial and academic positions with leading players in Cyber-Security and E-Commerce. He has long history of working in different areas of computer security as security researcher, malware analyzer, penetration tester, security consultant, professional trainer, and university lecturer. Ali is imminently qualified in the field of cyber security; he has an EU Marie Curie post-doctoral fellowship in cyber forensics (the Marie Curie Fellowships are Europe’s most competitive and prestigious award), Ph.D in Security in Computing and a number of professional qualifications namely SANS-GIAC Exploit Researcher and Advanced Penetration Tester (GXPN), SANS-GIAC Reverse Engineering Malware (GREM), SANS-GIAC Certified Forensics Analyst (GCFA), CCFP (Certified Cyber Forensic Professional), CISSP (Certified Information Systems Security Professional), and CEH (Certified Ethical Hacker). Ali is a fellow of the UK Higher Education Academy (HEA) and served as a keynote speaker for a number of security conferences namely the International Conference on Information Security and Cyber Forensics (InfoSec2015) speaking about “Detection and analysis IoT Malwares" at Cape-Town, South Africa, keynote speaker at the International Conference on Information Security and Digital Forensics (ISDF2015) speaking on "Efficient Analysis of Malware Campaigns" at Kuala Lumpor, Malaysia and invited speaker for ISACA EuroCACS/ISRM 2015 speaking about "Finding the Needle in Internet of Everything Haystack" at Copenhagen, Denmark. In 2015, he was an invited speaker for ISACA North-West UK meeting and talked about "Strategic Cyber Threat Intelligence".  He was one of the lead editors for Elsevier book titled “Contemporary digital forensic investigations of cloud and mobile applications” and a guest editor for a special issue on “Internet of Things: Security and Forensics Trends and Challenges” in the Elsevier Future Generation Computer Systems journal, guest editor for a special issue on "Big Data Applications in Cyber Security and Threat Intelligence" in IEEE Transactions on Big Data.  Ali is the founder of annual “International Conference in Cyber-Security, Cyber Warfare and Digital Forensics (CyberSec)” and served as editor in chief for the International Journal of Cyber Security and Digital Forensics (IJCSDF) between Jan 2012 to Jan 2015!