Analyzing the Employee Perception of CRM Systems in Two ICT Companies

Abstract: In today’s business environment companies are customer oriented rather than product or business oriented. Hence to build the good relations with their customers they need to keep their information in appropriate manner for the appropriate usage, to accomplish this task companies implement the Customer Relationship Management (CRM) information systems and the stored information is used for different business purposes in future. The successful implementation of CRM systems is a significant issue nowadays as these systems are complex and expensive. In this study many factors are revealed which have their influence over the successful implementation and/or use of CRM systems. The main purpose of this thesis work is to know and analyze the employee perception of selected ICT companies which help out to understand the behavior and attitudes of the people in companies who are interacting with the implemented CRM system. The result of this study depicts that to get the best output from the implemented CRM system it is important to identify the human behaviors that are going to interact with systems because they are one of the most important factor who lead the system towards failure or success. If the organizations are well aware about the individual’s attitude, perception and understanding towards the CRM then it helps them to improve the efficiency of system, to move towards a new system or also help those companies who have plan to implement CRM in future.