Professional Documents
Culture Documents
high
Addresses most CSF’s
Successful
Outcome
Addresses some CSF’s
low high
Level of Risk
Background & Foundations
• What is CRM?
• Industry Trends
• Challenges
• Motivation of our Study
Benefits of CRM
• Relationship marketing increases retention
• Greater potential to learn from customers
• Relationship behavior anticipates customer
demands
• Increased profitability through targeting
Challenges in CRM
Implementation
• Customer Loyalty Vision
• Appropriate Customer Care Solution
• Managing Performance
• Managing the Organization
• Service Provider Selection
Motivation for our Study
Forecasted European Spending on CRM projects
35
30
25
20
$B
15
10
5
0
1999 2000 2001 2002 2003 2004
Methods
Question
• What are we trying to establish?
What are the CSF’s required to implementing
CRM?
What do companies look at when implementing
a CRM system?
Research Design
• Framework for identifying CSFs
Literature Review
• Considerations
Identified Possible CSF's
Survey
• Questionnaire sent to professionals and service
providers
• Interview with Robeco Private Banking
Survey: Questionnaire
Examples
How would you rank the importance of retaining customer loyalty? Please tick one.
Very high High Moderate Low Very low
1 2 3 4 5
Which would of the following be the most important (number 1) to the least important
(number 6) in implementing CRM in banking?
The Internet ( )
Profitability and value creation of ROI ( )
End users involvement ( )
Role of the service providers ( )
CRM training issues ( )
Tracking and measuring project on achieving CRM goal ( )
• Onyx Software
• Nortel Networks
• IDC Research Analyst
• IDC Senior Analyst
INTERVIEW
•What was your role in your companies CRM effort?
•What were the goals of your CRM project?
•What particular CRM solution did you select? Why?
•What were the major obstacles/challenges you faced?
•Why did you select Cambridge Technology Partners as your
solution providers?
•How do you monitor the performance?
•How did you manage Organisational changes?
•What were the major milestones for implementing the CRM?
•What role did the users of the system play?
•What factors were critical to the success of your CRM
implementation?
THE CASE STUDY
Why we chose case study as a part of our research?
•An attempt to describe relationship, which exist in reality
within a single case or organization.
•Case studies capture reality in greater detail than is possible
using survey approach and dealing with a large number of
variables as in our research.
ROBECO BANK
http://www.raborobecobank.ch/e/
Company Profile
Rabo Robeco Bank (Switzerland) Ltd. is a registered
Swiss bank and a wholly-owned subsidiary of the
Rabobank Group in the Netherlands.
The leading fund manager in the Netherlands
445 autonomous local Rabobanks in the Netherlands
serve over 7 million customers
Outside the Netherlands, Rabobank is represented in
over 35 countries with more than 150 offices
Business Solution
The CRM solution that was chosen was Vantive Sales and
Support version 8.0 as a base and was designed, developed and
implemented between November 1998 and October 1999.
Benefits
The Bank's level of customer service has increased and
customer satisfaction has significantly improved.
WHY ROBECO ?
GROUP 4
Thomas Wu David Laurent
Phoebe Truong Anushka Joshi
Ivan Yip