The motivation for companies to manage their customer relationships is to increase profitability by
concentrating on the economically valuable customers, thus increasing revenue (“share of wallet”) from them,
while possibly “de-marketing” and discontinuing the business relationship with less valuable customers.
There are some categories of critical success factors are identified which serve as the basis to explore the
success factors for CRM execution. These are information quality, system quality, service quality, top
management support, and technological readiness, , key customer focus, CRM organization, knowledge
management, and technology based CRM