19
Implementation of CRM systems
The step-by-step development of the CRM competencies of an organisation is covered in this chapter. First we describe the aspects which must receive attention during the implementation of CRM. Then we will provide a scan which a company may use to determine its position: how does it score with regard to the various aspects of CRM? A comparison of this assessment with the strategy provides insight into the CRM initiatives to be taken. These are divided into programmes which are then developed into different projects.
In this chapter we will address the following questions
- What leads to satisfaction with CRM (systems)?
- What causes disappointing results from CRM (systems)?
- How to implement CRM and how to form a ...
Get Customer Relationship Management, 1st Edition by Pearson now with the O’Reilly learning platform.
O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.
