Summary and Conclusion

Abstract

Based on the qualitative research of this thesis, it can be summarized that for a positive effect of CRM-systems on sales and the development of corporations, many necessary prerequisites must be met (main category 1). Furthermore, problems to be expected must be considered in advance and avoided accordingly (main category 4). Only after the creation of these basic requirements or framework conditions can a CRM-system develop its intended and expected benefits (main category 2), have a positive effect on efficiency (main category 5) and result in an increase in sales (main category 3).