Customer relationship management is very important to the business world today. Most companies have created a department and programs to manage the relationship with customers. Customer Relationship Management (CRM) is a business strategy designed to help a company understand and look forward to the needs of its potential and current customers (Anderson & Stang, 2000). Customer data is collected in different areas of the company, stored in a central database, analyzed and distributed to key points (Anderson & Stang, 2000). The business world was once “product-centric,” companies simply provided what they could produce. However, it has now become “customer-centric”, providing products and services according to customers' needs and wants. Therefore, customer data is essential for companies to manage the relationship and understand customers' needs and wants. From 2001 to 2009, customer relationship management failure rates were recorded by several research firms. Antimicrobial resistance research had the lowest rate of 18%, while Butler Group had the highest failure rate of 70% over the years (Krigsman, 2009). The average failure rate over the years is approximately 41%. Such rates do not prevent companies from developing customer relationship management as it is so important and cannot be ignored. The concept of CRM, which began in the early 1970s, has rapidly evolved on a global scale (Kpability, n.d.). The change and evolution of information technology in the 1990s encouraged companies to change the way they conduct business. Sales automation and call center operations technology has already developed in customer relationship management... middle of paper... factors and benefits in implementing customer relationship management. Retrieved September 14, 2011, from URL: http://www.lostlagoon.info/CICSFILES/Critical%20Factors%201-1.pdfKrigsman, M.(2009). CRM Failure Rates: 2001-2009. Retrieved September 14, 2011, from URL: http://www.zdnet.com/blog/projectfailures/crm-failure-rates-2001-2009/4967O'Brien J. & Marakas,G. (2009). Management information system (9th ed.). McGraw-Hill/IrwinPetersen, G.(2004) CRM: What is it and why do it? Retrieved September 14, 2011, from URL: http://www.ism.co.at/analyses/CRM/CRM_Background.htmlScullin, S., Quando, J., Lloyd, G.O. & Fjermestad, J.,(n.d.). Electronic customer relationship management: Benefits, considerations, pitfalls, and trends. Retrieved September 14, 2011, from URL: http://citeseerx.ist.psu.edu/viewdoc/download?doi=10.1.1.167.2698&rep=rep1&type=pdf