## 5 Conclusions and Future Work  
Software houses and organizations utilize the GSD in the development of software projects and other activities to meet the quality demand of the global software market. Customer satisfaction is the dominant stakeholder in any software project's success, especially in the GSD environment. The scientific community has observed that customer issues and dissatisfaction are censorious issues and becoming more complex with the globalization of software organizations. One of the objectives of this research study is to reveal all the existing customer problems in GSD that reinforce CRM in GSD. This study recognizes and examines the factors that badly affect CRM implementation in the GSD environment. This research study uses a mixed methodology comprising SLR and empirical investigation. SLR has been performed to identify the factors that affect CRM implementation in the GSD context. After performing the SLR investigation, eleven factors were identified, and a conceptual framework based on these factors was empirically examined through an online questionnaire. Experiments were conducted to verify the hypothesis of the conceptual model for the data gathered from the software organizations based on the GSD environment in Pakistan. The results exhibit the factors affecting CRM in GSD that should be considered while executing software project development and processes in the GSD environment. The results are promising and accommodating to avoid any software project failure due to customer-related issues in a GSD environment. This research concludes that customer satisfaction is an essential component to be considered for the success of software projects in any organization. In the development process, it is essential to coordinate with customers from the requirement phase to the end of the requirements. This research study assists the researchers and practitioners in the software development organization to better understand the customers' issues in the GSD environment. In addition, our research findings help to avoid and control these identified issues to ensure the project's success in the GSD environment. However, this study has certain limitations that should be considered for future research. Future research should investigate the issues influencing CRM from both customer and organizational perspectives in a single study to comprehend better and compare the major issues. Furthermore, the mitigation practices of CRM issues in GSD should be considered. This study is primarily quantitative in approach; in the future, we could consider both quantitative and qualitative approaches for the mitigation practices of CRM issues in the GSD environment. Moreover, a case-study-based approach could be adopted to understand the issues affecting CRM in GSD fully. Conceptualization, M.A. and K.-N.K. ; Data curation, K.-N.K., N.I. and M.-A.K. ; Formal analysis, K.-N.K., M.A. and M.-A.K. ; Methodology, K.-N.K. and N.I. ; Validation, M.A. ; Supervision, M.A., I. and J.K.; Writing--original draft, K.-N.K., N.I. and M.-A.K. ; Writing--review & editing, N.I., I. and J.K. All authors have read and agreed to the published version of the manuscript. **Funding:** This study was supported by the National Research Foundation of Korea grant (NRF-2022R1A2C1012037). **Conflicts of Interest:** The authors declare no conflict of interest. **Appendix A**  
**Table A1. Demographic and organization related information. **