CRM Software

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Introduction
"There is only one boss: the customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else." (In the know, 2002). This statement by Walton makes clear that the relation a company has to its customers should have highest priority. Customer relationship management (CRM) software, which grew to a big part of the "industry-supporting" software field in the last decade, offers companies a way to collect and evaluate data about their customers.
Statement of Problem
The use of CRM software increases from year to year. The main problem many Information Executives (IE), who are the employees that are mostly working with these systems, see is that "too few companies are paying enough attention to the organizational challenges inherent in any CRM initiative, whether it involves delivering a new solution, fixing a foundering application, or tweaking a functioning CRM capability" (Agarwal, A., Harding, D. & Schumacher, J., 2004). Therefore the management question this paper addresses is "Do the use of CRM software and the data it collects support companies in building and maintaining a better relationship to its customers?" The answer to this question is divided in separate parts as the next section shows. It comprises a combination of the evaluation of different software products and expert-opinions of people working with these products.
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