ABSTRACT
This chapter focuses on the five major phases such as how to develop the customer relationship management (CRM) strategy, build CRM project foundations, needs specification and partner selection, project implementation and performance evaluation in a CRM implementation. It also helps the readers to understand the number of tools and processes that can be applied in each phase of a CRM implementation and the importance of project management and change management throughout the implementation process. A focus on benefits and the appropriate organization structure with which to deliver them are necessary but not sufficient for CRM success. A CRM programme starts in response to changes in the organization's customer strategy. The CRM vision might be senior management's perspective based on what they learned from the education process, or it could be the product of a wider visioning process that engages more members of the company, and perhaps even customers and partners.
