In this section of the chapter, the common elements necessary for successful CRM programs were reviewed. Many of these involve the use of technology and software. But having numerous software applications does not necessarily guarantee CRM success. A number of other factors come into play before, during and after programs are implemented that must be adhered to, in order to give the firm and its CRM program a good chance of finding and keeping profitable customers. The next section will discuss this very important aspect of CRM.