The purpose of this study is to find the critical success factors of customer relationship management implementation in automobile industry. Semi-structured interviews were carried out to collect the needed data. The interviews were written or recorded then transcribed and analyzed by implying content analysis method. The results have reflected that all the investigated companies are implementing CRM furthermore some success factors such as training employees, top management support and the desired organizational culture have been determined that impacts the project significantly and intensely toward obtaining the desired results.

CRM stands for Customer Relationship Management. It is used to know more about customers' needs and behaviors in order to build up stronger relationships with them. In the end, good customer relationships are at the heart of business succe ss. There are many technological components to CRM, but thinking about CRM in mainly technological terms is a mistake. Managing a successful CRM implementation requi res an integrated and balanced approach to people, process, and technology. Also it is the organizational change and cultural shift that businesses need to do, in order to actually deliver good customer service and distinguish themselves from their competitors in the market place. This paper will examine critical factors for successful CRM implementation generally and in the Lebanese context more specifically. These factors will be i dentified from in- depth interviews with managers in Lebanese companies that implemented C RM or are in the process of implementing it.

Customer relationship management -- critical success factor -- CRM implementation -- phenomenology -- CAQDAS.

With the aim of developing a successful CRM program this book begins with defining CRM and describing the elements of total customer experience, focusing on the front-end organizations that directly touch the customer. The book further discusses dynamics in CRM in services, business market, human resource and rural market. It also discusses the technology aspects of CRM like data mining, technological tools and most importantly social CRM. The book can serve as a guide for deploying CRM in an organization stating the critical success factors. KEY FEATURES • Basic concepts of CRM and environmental changes that lead to CRM adoption • Technological advancements that have served as catalyst for managing relationships • Customer strategy as a necessary and important element for managing every successful organization • CRM is not about developing a friendly relationship with the customers but involves developing strategies for retention, and using them for achieving very high levels of customer satisfaction • The concept of customer loyalty management as an important business strategy • The role of CRM in business market • The importance of people factor for the organization from the customer's perspective • Central role of customer related databases to successfully deliver CRM objectives • Data, people, infrastructure, and budget are the four main areas that support the desired CRM strategy