Mishra, AlokMishra, DeeptiComputer EngineeringSoftware EngineeringComputer EngineeringSoftware Engineering2024-10-062024-10-0620091785-88602-s2.0-77952343330https://hdl.handle.net/20.500.14411/8824Mishra, Alok/0000-0003-1275-2050; Mishra, Deepti/0000-0001-5144-3811Customer relationship management (CRM) can help organizations manage customer interactions more effectively to maintain competitiveness in the present economy. As more and more organizations realize the significance of becoming customer-centric in today's competitive era, they adopted CRM as a core business strategy and invested heavily. 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 from process perspective in a trans-national organization with operations in different segments. This study will aid in understanding transition, constraints and the implementation process of CRM in such organizations.eninfo:eu-repo/semantics/closedAccessCustomer Relationship ManagementCustomerCRMImplementationArticleQ3Q1648399WOS:00028006660000533