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Essay text:
Since CRM is a strategy not a solution, it is not that easy for a business enterprise to implement a CRM system. Unfortunately, some researches showed that most of the implementation of CRM failed or didn’t achieve the stated objectives.
In order to discuss the changes to the relationships and roles associated with a business enterprise clearly, the paper argues the changes from three aspects: people in a business enterprise, customer-centric process, information technology.
The organization of this paper is as follows: section1 presents a review of CRM, including the development of CRM and the benefits and pitfalls associated with the implementation of CRM...
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