Mıshra, DeeptiMishra,A.Mishra,D.Mıshra, AlokComputer EngineeringSoftware Engineering2024-07-052024-07-05200913642052894978-364205289-71611-334910.1007/978-3-642-05290-3_612-s2.0-78650756022https://doi.org/10.1007/978-3-642-05290-3_61https://hdl.handle.net/20.500.14411/3599The concept of customer relationship management (CRM) resonates with managers in today's competitive economy. As more and more organizations realize the significance of becoming customer-centric in today's competitive era, they embrace CRM as a core business strategy. CRM an integration of information technology and relationship marketing provides the infrastructure that facilitates long-term relationship building with customers at an enterprise-wide level. Successful CRM implementation is a complex, expensive and rarely technical projects. This paper presents the successful implementation of CRM in a multinational organization. This study will facilitate in understanding transition, constraints and implementation of CRM in multinational enterprises. © Springer-Verlag 2009.eninfo:eu-repo/semantics/closedAccessCRMCustomer relationship managementImplementationConference Object5872 LNCS484493