Assume that you are the team leader for a consulting group that is in charge wit
ID: 421030 • Letter: A
Question
Assume that you are the team leader for a consulting group that is in charge with designing, developing, and implementing an organizations system for customer relation management. Develop an outline of the opportunities you believe that such a system will provide the organization, the challenges inherent in developing the system, and the issues related to implementing and using the system. Be sure to identify the necessary inputs and support staff for the system. Assume that you are the team leader for a consulting group that is in charge with designing, developing, and implementing an organizations system for customer relation management. Develop an outline of the opportunities you believe that such a system will provide the organization, the challenges inherent in developing the system, and the issues related to implementing and using the system. Be sure to identify the necessary inputs and support staff for the system.Explanation / Answer
CRM strategy helps the business to understand and respond to economic and business trends prevailing in the market. It provides an opportunity to understand your client based and accordingly analysis the market in which you have required potential to serve. It helps in building the client relationship for long term to sustain in the market and ultimately improves the client base, customer satisfaction and profitability of the firm.
Combining the system, people and technology and all processes to understand the customers which will help in customer retention and relationship development.
The main challenge in implementation of CRM is understanding of what the CRM is and how does it work. Setting up of right goals is prerequisite for its success. It is not an easy process to include your employees in the plan and make them comfortable with the change. Managers needs to explain the benefits of CRM clearly to the employees for its acceptance otherwise they may resist the change.
It is really important to delegate the accountability along with the responsibility which normally resists by the top management. Otherwise it may lead to negligence which the organization can’t afford at the implementation stage.
For better performance some kind of compensation strategies can be use for best delivery of CRM strategy.
Some other issues include, old records, spelling mistakes, inaccurate information’s, which will defeat the process. Job roles, responsibilities, accountability and incentives are lead towards the success of CRM.