A CRM will not improve the performance of an enterprise just by installing a software. To ensure that the CRM becomes successful in an organization the management has to show a lot of commitment and make investment consistently in it over a period of time. The management should formulate a clear business process, train and educate the employees on the significance of understanding the customer, ensure co-ordination among the sales, marketing and the customer service departments of the organization.

Choosing the appropriate software and the IT support for it is very critical for the success of the CRM; however the use of software alone does not guarantee the success of a CRM. It is the combination of the software, the process and the employees which contributes to the success.