However, there are important issues in achieving CRM success such as strategic, organizational and
technological issues (Kennedy et al., 2006).Even though, technology, business processes and top management
support are critical to CRM implementation, successful firms view technology as a tool to help build profitable
customer relationships while recognizing that individual employees are the building blocks (Kennedy et al.,
2006).the critical success factors required for the effective implementation of the CRM system considered
,some of them are information quality, system quality, service quality, top management support, and
technological readiness.