The aim of this paper is to explore the challenges of Customer Relationship Management and strategies in implementing CRM solution in manufacturing industries in India. The attention and importance of customer relationship management drives Indian manufacturing industry witnesses to meet the significantly higher expectations of customers. This paper would provide insight into operational issues, deterrents of CRM implementation and successful CRM program factors such as assessment of readiness for CRM implementation, Transformation Management, CRM as Employee initiatives and engagement and CRM as project management.
Customer Relationship Management operational issues, Business processes, Business Transformation, Business process re-engineering, Employee initiatives & engagement, CRM project management
