1. The Effect of Customer Relationship Management Systems on Firm Performance

2.  More efficient performance; noted business process improvements  Positive financial impact  Better earnings forecast The Effect on Firm Performance

3.  Implementation decision to drive change  Increased employee engagement  Overall improved customer experience; a focus of retention Softer Considerations to CRM

4.  Change as a rationale to implementation  Change as a focus of implementation  Change leadership Driving Change

5.  Adoption of change requires change leadership  Early adopters flourish  The laggards… The People Factor

6.  Difficulty in measuring customer retention  Costs of acquiring a new customer vs retaining  Building customer confidence Customer Retention