Critical Success Factors of CRM System Implementation

Abstract

This study identifies 16 critical success factors (CSFs) of CRM implementation and develops relevant hypotheses through literature reviewing. The results reveal that the major CSF for the CRM implementation is the “top management support and involvement”. There are some differences found between consultant responses and practitioners’ in 4 critical success factors, “the ability of project manager”, “education and training”, “management of project scope”, “attitude of personnel”. Moreover, the finding indicates that some more important CSFs do not belong to CRM system quality aspect, but CRM project scope aspect and organizational characteristics aspect. The implications of results are discussed.