1. Clear and agile strategy and priorities
2. Well defined channels and segmentation
3. Realistic tactics and goals
4. Specific metrics and measures
5. Buy-in and support
6. Focus on customer value delivery
7. Institutionalised customer experiences
8. Brand integration
9. Clearly defined 'relationship effective' process
10. Functional and organisational integration
11. Information and data integration
12. Technology innovation
13. Time boxed planning

Based on these appropriate technology can be selected to enable CRM strategies. But, one solution does not fit all. CRM strategy and the technology to support it must be tailored to fit the specific needs of specific companies. The key consideration must be flexibility and adaptability rather than just smooth implementation.

From a pragmatic point of view implementation of near term incremental improvements will help create buy-in confidence to address more significant challenges. 

Successful CRM is a living strategy and depends upon people throughout the company endorsing a customer centric view of business.

CRM is a discipline as old as business itself. All companies have some form of CRM. The challenge is to create a market culture skilled in delivery customer value in an increasingly complex market.

One consequence of CRM is that marketing organisations will change to provide innovation and leadership through new processes, organisation, technology and information management.