Definitions of Project Success in Implementation of Customer Relationship Management (CRM) Information Technology (IT) Solutions: Perspectives of Consultants from India

Organizations implementing technology face two options: either to build a solution from scratch or buy a packaged solution available. While the latter is more popular option, it is not easy. It needs the help from Information Technology (IT) consultants, who would be integrating the existing IT landscape to the new solution. Implementation of IT solutions in the critical area of Customer Relationship Management (CRM) is a time consuming, costly and complex affair. While the IT consultants would drive this process, the inherent risk of failure remains, and their perception of success in this area is therefore critical.The risks of failure are high in projects and even higher in technology projects. The success factor lies in an infinite space and reasons for failures could be many. Since the role played by the IT consultants are critical, their perspective of looking at success is important, which has been an untouched area in IT/project management literature. This research note summarizes the major dimensions and outcomes of a study carried out on 105 project managers of CRM IT projects in India. The IT firms they worked for were globally established (in excess of 100,000 employees) and had an average of US$5 bn in revenues. Findings reveal that there has been a sea change in the perception of success, with customer and team satisfaction being accorded a high priority. Respondents also acknowledged the need for an enlarged project scope and the role played by a motivated team in the success of a project.