1Principal - Education Training and Assessment, Infosys Limited, Hory_Mukerjee@infosys.com
2Associate Professor, Hyderabad Business School, GITAM University, udeviprasad@gitam.in
3Faculty of Management, Director, Academic Affairs, GITAM University, Gandhinagar Campus, profsspr@gmail.com
Online published on 28 February, 2020.
One of the key stakeholders in CRM implementations is the IT consultant, whose job is not only restricted to selecting the right package, but also ensure that the organisation implementing CRM is able to benefit from the same. For the IT consultant, CRM implementation is a technology project which enables resources for implementation. However ‘success’ per se has different meanings for various stakeholders and this article tries to analyse the definition of project success from a CRM project management perspective of an IT consultant. The article tries to look at the various factors that define success for CRM projects.
