• Hemant Rathod
• Shubham Thigale
• Susmita Karyakarte
• Aishwarya Kulkarni

The implementation of CRM systems has become very necessary for organizations in order to effectively manage their relationships with the customers. Unfortunately, it has faced various failures in different industries. Besides, the existence of implementation methodologies or frameworks that guide the successful implementation of CRM systems are still lacking. In response to that, this paper aims to critically review the methodologies of the existing implementation of CRM system and to comprehensively suggest a set of principles and guidelines for the successful implementation plan of CRM systems.

Software service industry, CRM implementation, Key drivers, Case study investigation.

"Customer Relation Management (CRM)", International Journal of Emerging Technologies and Innovative Research (www.jetir.org), ISSN:2349-5162, Vol.6, Issue 6, page no.996-997, June 2019, Available :http://www.jetir.org/papers/JETIR1907Q49.pdf

"Customer Relation Management (CRM)", International Journal of Emerging Technologies and Innovative Research (www.jetir.org | UGC and issn Approved), ISSN:2349-5162, Vol.6, Issue 6, page no. pp996-997, June 2019, Available at : http://www.jetir.org/papers/JETIR1907Q49.pdf