Which department(s) is/are of responsibility to actively contribute in planning and implementing of Customer Relationship Management (CRM)?

All the department contribute in one way or the other, but marketing department plays a bit more major role.

In a lot of companies and depending on the level of envolvment, they have a department only for this perpose

In most industries, CRM policies and implementation are responsibilities of Sales & Marketing, Finance, and other departments who are in direct contacts with customers, for example, a quality or a technical department in a manufacturing industry.

Different companies have different departments where they handle crm like in retail sales,marketing and business departments handle crm effectively.Business needs customers and sales bring customers then u can do marketing and target customers in store or online and do b2b or b2c .

There is a relationship between the customer relationship and executive management worksSo CRM certificate contains proficiency  In secretarial works and scheduling businessI have CRM diploma From American University in Cairo

The major responsibility for planning and implementing of CRM in any organization is on Marketing Department / Service Department (if service has different department).

The better a business can manage the relationships it has with its customers the more successful it will become. Therefore IT systems that specifically address the problems of dealing with customers on a day-to-day basis are growing in popularity.

Customer relationship management (CRM) is not just the application of technology, but is a strategy to learn more about customers' needs and behaviours in order to develop stronger relationships with them. As such it is more of a business philosophy than a technical solution to assist in dealing with customers effectively and efficiently. Nevertheless, successful CRM relies on the use of technology.

This guide outlines the business benefits and the potential drawbacks of implementing CRM. It also offers help on the types of solution you could choose and how to implement them.

Purely Marketing Department, which is specialized in enhancing more business from the20% of loyal customer and focusing on Converting the other80% of the other customer to be the loyal customer

It requires cohesion between all departments to plan, devleop and implement the strategy. The contribution may vary but objective should be the same.In developed organisations every department actively participate in the strategic process to make it a success. In actuall fact it is a mixture of different stratagies all happening at the same time i.e change, communication, marketing, sales and service.