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

摘要： 客户关系管理是提高企业核心竞争力的关键之一，传统客户关系管理模式无法满足广大中小企业的需求。在讨论SaaS模式的CRM优势基础上，基于技术接受模型（TAM），提出了SaaS模式的CRM用户接受度模型。利用结构方程模型方法，通过实证分析，得出结论：感知有用、感知易用、环境因素和用户因素是SaaS模式CRM用户接受度的4个具有显著影响的因素。

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