“…People, process, and technology are the aspects or key dimensions in succeeding the implementation of information technology (Chen and Popovich, 2003). There were some researchers who investigated classifying CSFs using people, process, and technology approach in order to support CRM implementation success (Ali and Alshawi, 2003;Mendoza et al, 2007;Almotairi, 2009;Arab et al, 2010;Askool and Nakata, 2010). Chen and Popovich (2003) explained that the CRM implementation model which integrates people, process, and technology in the context of an enterprise-wide customerdriven, technology-integrated, cross-functional organisation, will deliver the best result towards the company.…”