Påverkande faktorer vid implementering av CRM

Sammanfattning

The purpose of this thesis was to examine why so many CRM-projects didn`t

reach the expected goals that companies management envisaged. The purpose

was divided into two research questions.

” How should companies” management design the strategic projection of

the CRM implementation?

” How will employees” attitude to changes influence the result of the

CRM implementation?

The case company was a Swedish technical consulting company: interviews

were conducted with two represents from two different departments. The

findings of the study were that management often strongly believes that

software will sort out most of the upcoming problems and forget the factor

that education of employees is at least equal important.