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QIAGEN, a global biotechnology company which produces a range of products for academic and industrial markets, launched their CRM initiative as the platform from which to achieve organizational change, process enhancement, and technology augmentation necessary to support their growth and development while maintaining high customer satisfaction. A QIAGEN management team, which involved senior executives at QIAGEN headquarters in Europe as well as the U.S., strongly believed that CRM would significantly improve the ability of QIAGEN personnel to sell additional product and provide enhanced technical and customer service to QIAGEN customers. QIAGEN benefited from following ISM's Software Selection and Implementation Roadmap in the United States and Europe.

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