Abstract-Customer Relationship Management is the most
vigorous tools in our era and is the integration of trust,
business and technology to gratify the requirements of the
clients. CRM is a strategy of dealing with people,
technology and process and need to be implemented
precisely. CRM is the most outstanding business strategy
that consolidates internal procedures and externals to
generate and convey value to the spotted customers and
CRM can easily neutralize competitive perils; provide a
good source of roadmap for the company and customers.
Moreover it may clarify the potential pitfalls in creating
success for the company. CRM involves validating and
evaluating critical success factors, which cover the three
perspectives of CRM as the theoretical base, and which
constitute a guide for companies in the implementation of
the applications. Due to this, the desired benefits have
intensified customer satisfaction and maintenance, by
generating personalized products and value-added
services. In this paper, the author investigates the factors
that can positively leverage the implementation and use of
CRM and creates differentiation among these factors and
knowledge management factors. What is more, the paper
aims at determining technical feature between CRM and
knowledge management and managed to compare KM
with CRM successfully.