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More and more organizations realizing the benefits of a customer management strategy and implementing CRM systems. But successful implementation of a CRM system within an organization is easier said than done. Introduction of a CRM system requires a change in approach to customer management at the organizational level. Its not the concern of merely a department - whether marketing, sales, or IT. On top of all this, many organizations also hear scary stories of failed CRM experiments at other organization and hence, don't want to commit to a CRM strategy themselves.

Customers' satisfaction is the most vital aspect that makes or breaks any business. Enterprises are devoting several new resources to better serve the customer, investigating their priorities, keeping them happy and satisfied.