Customer relationship management momentum for business improvement

Abstract

Aligned with the appearance of e-Business the view on business had to change. Many new organizations with new business models, business cases, and new processes were established. An example of new processes is also relationship management. We describe the importance of customers for an organization and stress the basics for customer relationship management implementation. Also main phases of successful CRM integration are presented. CRM key success factors and reasons for CRM implementation failure should also be considered