A Review of CRM Implementation in Large-Scale Organizations
Authors-Ruhan Palkar
Keyword-Customer Relationship Management, CRM implementation, large-scale organiza-tions, strategic planning, customer retention.
Customer Relationship Management (CRM) has become an essential strategy for large-scale organizations seeking to enhance their interactions with customers, improve satisfaction, and foster long-term loyalty. As competitive pressures increase and customer expectations evolve, enterprises recognize the vital role of CRM systems in managing vast amounts of customer data, streamlining communication, and facilitating personalized marketing strategies. This review explores the implementation of CRM in large-scale organizations, focusing on key strategies, challenges, benefits, and best practices. The integration of CRM systems involves technological, organizational, and human factors that must be comprehensively addressed to ensure successful deployment and adoption. Studies have shown that CRM implementation can lead to improved customer retention, increased revenue, and operational efficiencies, but these outcomes depend significantly on how organizations align CRM initiatives with their business goals and culture. This paper synthesizes findings from various research efforts and case studies, emphasizing the importance of strategic planning, employee involvement, and technological customization in CRM projects. Additionally, the review highlights the roles of data quality management, user training, and continuous performance evaluation as critical success factors. By offering a detailed understanding of CRM implementation dynamics, this paper provides valuable insights for practitioners and researchers interested in optimizing CRM applications within extensive organi-zational settings.