As a management philosophy, Customer Relationship Management (CRM) holds the promise of higher sales, improved customer service, and the ability to measure the direct effect of marketing campaigns. These elements must be supported by a strategy that defines a series of elements that can support the achievement of the defined goals and objectives for CRM adoption. A key element in the implementation of a CRM strategy is the use of information systems. However, organizations fail in their CRM due to a variety of reasons. Synapsis provides clients with guidance in determining key success factors, risks, and potential gaps in executing, implementing, and evaluating their CRM strategy and supporting IT services.