Abstract:
This research paper aims to identify and address the general challenges faced by
organizations in implementing a Customer Relationship Management (CRM) system. Despite the
numerous benefits of CRM systems, such as improved customer satisfaction, increased sales, and
enhanced customer relationships, many organizations struggle with the implementation process. This
paper identifies the main challenges faced by organizations, including cost, complexity, data quality,
employee resistance, integration with existing systems, limited user adoption, and lack of
management support. Through a review of existing literature, this paper provides strategies and
recommendations for overcoming these challenges, including the importance of proper planning and
project management, employee training and education, data management and quality control,
effective change management, and leadership and support from management. By addressing these
challenges, organizations can successfully implement a CRM system and reap the benefits of
improved customer relationships and increased sales.
