Volume 14, 2019 Accepting Editor Maureen Tanner │ Received: July 7, 2019│ Revised: September 12, October 8, 2019 │ Accepted: October 19, 2019. Cite as: Salah, O. H., Yusof, Z. M., & Mohamed, H. (2019). The adoption of CRM initiative among Palestinian enterprises: A proposed framework. Interdisciplinary Journal of Information, Knowledge, and Management, 14, 367-403. https://doi.org/10.28945/4447 (CC BY-NC 4.0) This article is licensed to you under a Creative Commons Attribution-NonCommercial 4.0 International License. When you copy and redistribute this paper in full or in part, you need to provide proper attribution to it to ensure that others can later locate this work (and to ensure that others do not accuse you of plagiarism). You may (and we encour- age you to) adapt, remix, transform, and build upon the material for any non-commercial purposes. This license does not permit you to use this material for commercial purposes. THE ADOPTION OF CRM INITIATIVE AMONG P ALESTINIAN ENTERPRISES: A PROPOSED FRAMEWORK Omar Hasan Salah* Universiti Kebangsaan Malaysia, Bangi, Malaysia Omar_salah79@hotmail.com Zawiyah Mohammad Yusof Universiti Kebangsaan Malaysia, Bangi, Malaysia zawiy@ukm.edu.my Hazura Mohamed Universiti Kebangsaan Malaysia, Bangi, Malaysia hazura.mohamed@ukm.edu.my * Corresponding author ABSTRACT Aim/Purpose This study aimed to examine the relationships among compatibility, relative ad- vantage, complexity, IT Infrastructure, security, top Management Support, fi- nancial Support, information Policies, employee engagement, customer pres- sure, competitive pressure, information integrity, information sharing, attitude toward adopting technology factors, and CRM adoption Background Customer relationship management (CRM) refers to the use of the process, information, technology, and people for the management of the interactions between the organization and its customers. Therefore, there is a need for SMEs to implement CRM practices in their businesses for competitive ad- vantage. However, in developing nations, the adoption rate of such practices remains low. This low rate may be attributed to the lack of important factors that guide CRM adoption, and as such, the present study attempts to investigate the factors affecting CRM adoption in Palestinian SMEs. This paper used the Diffusion of Innovation Theory (DOI), Resource-Based View (RBV), and Technology, Organization, and Environment Framework (TOE) framework to identify the determinant factors from the technological, organizational, envi- ronmental, and information culture perspectives. Methodology This study uses a quantitative approach to investigate the relationships between the variables. A questionnaire was designed to collect data from 420 SMEs in Palestine. 331respondents completed and returned the survey. The Partial Least Square-Structural Equation Model (PLS-SEM) approach was used to assess both the measurement and structural models.