BY :- KUMAR HARSH ROLL NO. :- 1225110323 M.B.A. IInd yrs – ‘C’

clients and sales prospects. and technical support.Customer relationship management (CRM)  Customer relationship management (CRM) is a widely-implemented strategy for managing a company’s interactions with customers. customer service. but also those for marketing. .  It involves using technology to organize. automate. and synchronize business processes— principally sales activities.

execution. running. implementation is the action that must follow any preliminary thinking in order for something to actually happen. testing. a method. As such. implementation encompasses all the processes involved in getting new software or hardware operating properly in its environment. and making necessary changes.Implementation  Def:. In an information technology context.Implementation is the carrying out. The word deployment is sometimes used to mean the same thing. configuration. including installation. . or practice of a plan. or any design for doing something.

Benefits of CRM      A CRM system may be chosen because it is thought to provide the following advantages: Quality and efficiency Decrease in overall costs Decision support Enterprise agility Customer Attention .

 Integration Woes Today there is no killer application that solves all integration problems. Most large-scale implementations require some customization. however. .CRM IMPLEMENTATION :BARRIERS  Lack of Guidance Companies would never construct their offices without a blueprint. According to Gartner. This may lead to problems that put vendors and consultants at odds with customers. more than 60 percent of companies that have implemented CRM did not have mutually agreed upon goals for their projects prior to the installation.

or inaccurate and old information. Copulsky recommends having members of the CRM implementation team spend time in the field to determine how the CRM system will help employees. . and incorrect numbers. No Long-Term Strategy For a long-term business process change to be effective. Data is the lifeblood of a CRM system. yet insidious hurdle is dirty data. and outdated contact information can infect that system if it is left unchecked.  Dirty Data An often-overlooked. spelling mistakes.

 Lack of Employee Buy-In It's natural to resist change. when those very habits helped us become so successful? On the other hand. Top salespeople may ask. resistance also spills into the managerial level in the form of avoidance.  No Accountability Driven by fear of the unknown. for example. . poorer performers may fear the outcome of their managers having a window into their bad habits. Why should we be forced to change our working habits. or lack of accountability.

. · a staff lacking confidence in a chosen vendor. · lack of ongoing training efforts. · a staff that is hooked on antiquated systems that use disparate databases. · costs.Common CRM Success Barriers  · little or no CRM knowledge and/or experience.  · the risk of implementing a vendor that isn't financially      secure. · a staff's power user opposed to the product.

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