creation and communication of customer-oriented culture
within the organizational. The purpose of this step is to be as
a pre-implementation plan for CRM programs/systems in
which, a better understanding of the concept of CRM and the
sense and awareness of the CRM program/system are created
within the organization. With such a plan, the organization
will have a better ability to expect, manage, and control the
change that will accompany the implementation of CRM
programs/systems. All that will contribute in decreasing the
failure with its disastrous loses and in increasing the success
with its tremendous benefits of the CRM programs/systems.