Critical Success Factors In Customer Relationship Management Implementation

Author(s)

Kamyar kavosh , Abu Bakar A.H , Melati A A , Siti Zaleha,A.R ,

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Volume 3 - January 2014 (01)

Abstract

The purpose of this study is to find the critical success factors of customer relationship management implementation in automobile industry. Semi-structured interviews were carried out to collect the needed data. The interviews were written or recorded then transcribed and analyzed by implying content analysis method. The results have reflected that all the investigated companies are implementing CRM furthermore some success factors such as training employees, top management support and the desired organizational culture have been determined that impacts the project significantly and intensely toward Obtaining the desired results.

Keywords

Customer Relationship, Management , Success Factors 

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