Successful Application of a Customer Relationship Management Program in a Nonprofit Organization

This paper is a case study of a non-profit organization, Plan Notway, which changed itself from being a sales-oriented company to a market-oriented one in the process of implementing a customer relationship management program. The case of Plan Norway is examined using the five critical areas identified by researchers and practitioners-strategy, customers or market,people, process and technology. The study identifies reasons for the success of the customer relationship management programs at the non-profit organization and offers insights to other organizations, both for non-profits and for profits.