Critical success factors in the end user's perception of a study on CRM

As a result of the process of globalization has entered into a local competition to international competition, so thoroughly with the concept of loyal customers have become much more important in the worsening market conditions. In the study, the CRM in terms of end users and usage levels of information to investigate, on the issue of participation levels are evaluated. The main purpose of the study, companies operating in Turkey in terms of customer relationship management applications to address users, the CRM is to identify the critical success factors. At this point, keeping a high level of customer satisfaction, ensure compliance with the age of technology can be considered the main methods of achieving the CRM solution depends on the successful investigation of factors is necessary and important applications. A questionnaire developed by the research, passed on Turkish businesses involved in the 1000 white-collar employees, 130 participants responded. According to the results of the survey and hypothesis testing, the most important factors in achieving success in CRM applications founded as; top management support, customer focus and technological preparation, respectively.