International Journal of Business and Risk Management, 2019, Vol. 2, No. 1, 27-35 Available online at http://pubs.sciepub.com/ijbrmr/2/1/5 Published by Science and Education Publishing DOI:10.12691/ijbrm-2-1-5 Integrating Implementation Strategy, Challenges and Success Factors of CRM and e-CRM among Selected FMCG in Nigeria A.A Adejumo * Department of Public Health, Kwara State University, Malete, Ilorin, Nigeria *Corresponding author: dhapsyn@gmail.com Received August 20, 2019; Revised September 26, 2019; Accepted October 24, 2019 Abstract Background: The success of CRM initiative in any firm depends greatly on the implementation strategy. Customer relationship management is a key strategy that most firms adopt in their customer management with the intention to enhance their performance and improve loyalty which is by focusing on customers through identification of their needs and strive daily to ensure that those needs are met for their satisfaction in order to achieve a sustainable win-win business-customer relationship. The purpose of this study is to bring to the fall the issues of CRM, the implementation process and success factors of CRM strategy. Methodology: Resource based view was used to considered the success framework of CRM strategy. The study was exploratory with the intention to uncover the themes and variables related to addressing the issues associated with CRM and the possible implementation process. A Qualitative methodology was adopted using an unstructured (semi structured) interview method with open questions to garner information from 2 employees each that are known as CRM/IT experts and having good practical knowledge of CRM usage in five selected FMCG firms that have adopted CRM strategy. Lastly, thematic content analysis was used to determine the themes and their related questions centering on CRM issues, Implementation and success factors. Result: This study concludes that CRM implementation strategy play a vital role in enhancing the growth of an organization economically. It also posit that appropriate implementation strategy of the CRM and e-CRM will help to improve all other component of the CRM, it will also proliferate the technological inclination and adaptability of employees within the organization and as well help in fostering collective mindset and team work within the firm. Keywords: format, microsoft word template, style, insert, template Cite This Article: A.A Adejumo, “Integrating Implementation Strategy, Challenges and Success Factors of CRM and e-CRM among Selected FMCG in Nigeria.” International Journal of Business and Risk Management, vol. 2, no. 1 (2019): 27-35. doi: 10.12691/ijbrm-2-1-5. 1. Introduction 1.1. Background of the Study Sales of ice in the Eskimo are possible through a dynamic marketing strategy, which is the corner stone of every successful industry. The industrialization which evolves after the World War II saw a tremendous increase in productivities of various commodities that necessitated the need for consumers to keep every producing firm in the industry alive. Customer in economic term is regarded as the bedrock of the going concern concept of accounting principle, which state that the accounting document of a firm is a continuous one that has no ending as long as the firm exists. This assertion, therefore suggest that customers are the reason for the existence of a firm in any industry. The quest to gather customers as much as possible for the profitability and continuous presence of a firm evolve advertising of the company’s product in various manners. Critical evaluation of various advertising method suggest that there is need for a channel through which customers can be acquired/gather and retain for the consumption of the firm’s products, which in turn increase sales and profitability of the company. Customers acquisition and retention is key for the survival of any organization hence the strategy known as CRM which is a medium of acquiring customers for a firm, keeping the customer within the firm productivity via provision of satisfactory commodity which in turn increase the profitability ratio of the firm and help the firm to survive in a competing industry. The objective of CRM is to create a customer oriented organization that maximizes customer value and long term organizational profitability through realization of mutual beneficial, durable relationships with customers [1,2,3]. The increasing rate of FMCG due to the improve technology has made the marketing world to be a survival of the fittest. Therefore, every organization who quest to remain in the industry require a strategic implementation of a good CRM which will determine the future of such