The importance of customer relationship management in software enterprises’ life cycle

Abstract

The purpose of this study is to gain a better understanding of CRM in software enterprises. This research surveys, describes and explains the importance of CRM, how CRM is managed, and how CRM is measured and evaluated. In her quest for answers, the author has found that CRM process is significant in every phase of the project, during its life cycle, as long as the entire project is based on customer’s specifications and expectations. In addition, the author highlights the main reason of failure of CRM project in software enterprises. Commonly the people who are in charge in CRM completion are technical experts with no managerial skills concerning the customer relationships and face the CRM as technology and not as business philosophy. Concluding this thesis, the author comes up with a number of issues that she believes that can be valuable to managers who are interested in receiving knowledge in the area of customer relationship management.