This report examines and provides a detailed analysis of Customer Relationship Management (CRM) with respect to its implementation in the organisations. The study investigates market trends, levels of its current practice, levels of successes and failures and the factors associated with the implementation of the same. In order to gain proper understanding of the subject matter research, two different case studies are discussed in detail. At the end, the study presents a proposed model of successful implementation of CRM along with a set of recommendations following the conclusion.