Crm Implementation Analysis
Customer Relationship Management
Introduction
Understanding CRM
What is CRM?
The 10 Key Principles of CRM
CRM in Action
Marketing Management
Sales Force Automation
Customer Support
Data Management
The Many Faces of CRM
CRM in the Retail Industry
CRM in the Financial Services Industry
CRM in the Chemical Industry
When CRM Fails
Defining Failure
What goes wrong and why
Case Study 1: Sales Force Automation Woes
Four Reasons Why CRM Fails
A Framework for Successful CRM
Case Study 2: Boise Cascade
Following the 8 Principles of Success
Conclusion
Sources of information
We relied largely on internet resources for this project, through which we found numerous articles and white papers on CRM. We also interviewed an SFA consultant and relied on Lornas personal experience at Moai Technologies.
We divided the project in the following manner:
Jital and Kartik did the work system snapshot. Jital and Kartik researched the definition of CRM, its functionality, and CRM across industries. Kartik came up with the Seibal information and was the genius behind the power point presentation. Lorna researched CRM failures and did the tremendous final editing. Pat researched CRM success stories. We feel that the work was distributed fairly equally, and that we deserve equal credit.
Introduction
The adage “the customer is king” is an age-old maxim of good business. Excellent customer service leads to customer retention, which is the lifeline of any successful business. When the local bookstore knows you by name and can recommend new titles that you are certain to love – thats good customer relations in action. When settling a discrepancy in your credit card bill over the phone is a quick, painless affair handled by a courteous customer service rep – thats excellent customer relationship management.
Enterprises