A company was chosen based on two factors; if it had gone through an effective CRM implementation process and if it had employees who had participated in said process and were still working within the company.
Fyrirtæki var valið í rannsóknina út frá því hvort innleiðing CRM hefði reynst árangursrík og hvort einstaklingar sem tóku þátt í innleiðingunni væru enn að vinna hjá fyrirtækinu.