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 involvementâ€. There are some differences found between consultant responses and practitioners’ in 4 critical success factors, “the ability of project managerâ€, “education and trainingâ€, “management of project scopeâ€, “attitude of personnelâ€. 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.