Customer Relationship Management: Assessment Framework & The Gauge-Meter

Customer Relationship Management, the bloating budget item on the corporate agendas has been an attractive area for research since almost two decades and the same period has also witnessed the success and failures of the CRM systems in various organizations. This study focuses on studying CRM as a complete suite and not just a fractional adhered strategy that the organizations adapt to these days. The research paper focuses on developing an appropriate industry based framework for the effective deployment and success of CRM strategy based on the Qualitative Inputs received from the various leading stakeholders and people from academicia associated with the strategic concept of CRM.