关键词: 客户关系管理, 软件即服务, 中小企业, 用户接受度模型

Abstract: Customer Relationship Management（CRM） is one of the key factors to the development of enterprise’s core competitiveness，and the pattern of traditional CRM is unable to satisfy the demands of the vast numbers of Small and Medium-sized Enterprises（SMEs）.In discussing the advantages of SaaS-based CRM，a SaaS-based user acceptance model of influencing factors based on the original Technology Acceptance Model（TAM） is proposed.Then，the model is tested by means of the method of Structure Equation Modeling（SEM） and empirical analysis.The result shows that perceived usefulness，perceived ease of use，external environmental and user factors are the four significantly affective factors of user acceptance of SaaS-model-based CRM.

Key words: Customer Relationship Management（CRM）, Software-as-a-Service（SaaS）, Small and Medium-sized Enterprises（SMEs）, user acceptance model