Customer relationship management (CRM) is growing in importance as a competitive tool. However, a successful CRM solution must consider many factors, including a well-defined implementation strategy, the people factor, and the need for integration with the incumbent enterprise resource planning solution. If these conditions are met, CRM can have a dramatic impact on internal processes, customer satisfaction, and company profitability.
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be re-designed and processes re-engineered to reap the rewards of a CRM solution. It is essential that the CRM system be implemented around particular business objectives rather than the arbitrary implementation of prescribed systems. The following are typical of the steps in implementing a CRM system: Prioritize the business areas and objectives that need to be addressed (Marketing, Sales, Service) Establish strategies, procedures, metrics and enforcement to achieve the objectives Re-engineer the