Conclusion:

In all the above three cases we can observe a pattern that CRM is the final solution
that companies are going to opt for. They were able to achieve their goal only by
proper chain of implementation. CRM is not restricted to any particular field, it is
being used by all the industries. Ultimate goal of CRM implementation is to retain
and establish the customer satisfaction. This can be achieved by having a common
data base by which they can automate tasks and save more time. In order to know
about the business inside and out CRM solutions play a vital role. With the rise in the
usage of CRM in the industries a growing number of new entrants enter the market,
while existing vendors add capabilities in this area to their suites. In 2017, artificial
intelligence and predictive analytics were identified as the newest trends in CRM.

References:
http://www.tsirigotis.info/wp-content/uploads/2015/10/caso_mercedes.pdf
http://citeseerx.ist.psu.edu/viewdoc/download?
doi=10.1.1.913.2756&rep=rep1&type=pdf