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Myslides Dav

This document discusses critical success factors for strategic customer relationship management implementation projects. It identifies key challenges in CRM implementation such as establishing a customer loyalty vision, selecting an appropriate customer care solution, and managing performance and organizational change. The document also outlines benefits of CRM like increased retention and profitability. Additionally, it notes that addressing more critical success factors leads to a higher chance of successful CRM outcomes and a lower level of implementation risk. The conclusion recommends focusing on CRM goals, strategic tool use, measurement, managing change, and partnering for project success.

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49 views9 pages

Myslides Dav

This document discusses critical success factors for strategic customer relationship management implementation projects. It identifies key challenges in CRM implementation such as establishing a customer loyalty vision, selecting an appropriate customer care solution, and managing performance and organizational change. The document also outlines benefits of CRM like increased retention and profitability. Additionally, it notes that addressing more critical success factors leads to a higher chance of successful CRM outcomes and a lower level of implementation risk. The conclusion recommends focusing on CRM goals, strategic tool use, measurement, managing change, and partnering for project success.

Uploaded by

anuji
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPT, PDF, TXT or read online on Scribd
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Understanding some of the critical

success factors in strategic customer


relationship management
implementation projects: The case of
Robeco Private Banking
proudly brought to you by . . .
Group 4
CSF & CRM Implementation
high
Addresses all CSF’s Addresses some CSF’s
Successful
Outcome

Addresses some CSF’s Addresses no CSF’s

low high

Level of Risk
Background & Foundations
by David Laurent

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
CRM Implementation Threats
Lack of technical expertise-
38%
Organisational barriers-
40%
Employee resistance-42%
1

Quality of CRM consultants-


50%
Cost of CRM software-58%
0% 20% 40% 60% 80%
Performance of the system-
% of respondents
62%

Source: October 2000 InformationWeek Research CRM survey of 175 IT and Business Professionals
Challenges in CRM
Implementation
• Customer Loyalty Vision
• Appropriate Customer Care Solution
• Managing Performance
• Managing the Organisation
• 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

Source: IDC, 2000


Conclusion & Recommendations

CRM Critical CRM Implementation


Implementation Success
Concerns
1.Establishing CRM Goals
1.Customer Loyalty 2.Strategic use of CRM
Vision tools
2.Appropriate Customer 3.Ability to measure and
Care Solution track CRM goals
3.Managing Performance 4.Manage Change for
4.Managing Organisation users
5.Service Provider 5.Partnership for project
Selection success
TH AN K Y OU : )
from

GROUP 4
Thomas Wu David Laurent
Phoebe Truong Anushka Joshi
Ivan Yip

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