Author(s): Douglas Chiguvi
The study used the regression analysis to assess the critical factors in customer relationship management strategy success in the local government authorities in Zimbabwe. Explanatory research design was used and data was collected from 197 participants using a questionnaire. The regression analysis of the study confirmed that all of the ten critical success factors are significant and positively connected to CRM Strategy success at various degrees. The study developed a new CRM framework of implementing CRM strategy in the local government authorities. The study recommended that all the ten CSF’s must be thoroughly considered before the CRM implementation to guarantee success of CRM in the local government authorities.