Adoption of Digital Business Solutions: Designing and Monitoring Critical Success Factors

Abstract

The success of a business organization on its path to digital transformation depends on the success of the various stages of the project in order to adopt the selected digital business solutions. The success of this project is determined to a large extent by identifying and monitoring critical success factors (CSFs) for these stages. Based on the studies in the field of CSFs and consultations with experts from the ICT sector and academia, the paper presents a comprehensive framework for the overall management of CSFs (from CSFs’ design to their monitoring). The framework helps business organizations conceptualize CSFs for different stages of a project for the adoption of a chosen digital business solution. Furthermore, the framework provides practical guidance in the form of a framework, a methodology on what organizations should do to identify, monitor and manage the proper CSFs so that they can take the most advantage of them. The proposed framework has broad practical application and can be used by companies implementing projects for the digitalization of their activity to improve the digital services offered and advance the organization’s efficiency, etc. Currently, aiming to validate the presented framework, it will be applied for the adoption of a customer relationship management (CRM) digitalization solution, based on a cooperation agreement with a national company from the internet and TV service delivery industry. The framework can be further developed and applied to other project types.