BY: SATPRIT HANSPAL 10MBA027

Meaning
Phases Benefits of CRM Challenges Types/Variations

Strategy
Implementation Related trends References

Phases:

Benefits:

Acquire Enhance Retain

Quality and efficiency Decreased costs Decision support Enterprise agility

 Limited to contact management Implementations are fragmented

Soiled thinking and decision processes frequently lead to separate and incompatible systems, and dysfunctional processes.

Sales force automation

Marketing Customer service and support Analytics Integrated Small business Social media Non-profit and membership based

 Processes
People

Technology

Implementation issues:

Adoption issues:

Poor planning Poor integration Overcoming soiled thinking

Easy system to use Choose appropriate capabilities

Provide training Lead by example

 Cloud computing
Software as a service (SaaS)

Vendor Relationship Management (VRM)

Extended Relationship Management (XRM)