Index of Paper Presentations for the Parallel Sessions - Academy of ...

Furthermore, secondary data were obtained from internal project documents, company annual reports, press releases,website and trade journals. These secondary data helped in the triangulation process to validate the research findings.5. Analysis and ResultsResearch respondents were asked to share their experience of CRM implementation in their company. As part of thediscussion, the following questions were asked? What does CRM mean in your organization? Why did you implement CRM? How did you go about implementing CRM? How do you rate your CRM implementation programme? And why? What critical factors (organisational, institutional, etc) impeded on or enhanced your CRM success/failure? How did you handle the challenges you were faced with? Any key lessons learnt?The answers provided by the research respondents gave us a long of list of success factors that were grouped intotwo themes consisting of: (1) organizational and (2) institutional factors. The themes are by no means exhaustive butthey are closely related to the CSF of CRM implementation.During the research, it was found that the organisational factors that are critical to the success of a CRM programmeare those included in the table below.