Question

Topic: Strategy

Investigating The Organisational Culture Ad Climate Of A Firm That Wants To Implement A Crm System

Posted by Anonymous on 3/18/2004 at 10:51 PM ET 125 Points
Creating a CRM solution for most companies is generally a matter of complex integration of hardware, software and applications. In addition, it requires a thorough analysis of business processes.
Most companies get excited about the idea of a fully implemented CRM, but the work involved to bring such a system to reality demands a great deal of diverse knowledge, project management and a thorough plan. I would be interested in how best to investigate the readiness of a firm in adopting CRM from the organizational climate and culture perspective i.e are the employees them selves customer-centric enought for any Implementation to succeed.
To continue reading this question and the solution, sign up ... it's free!
SUBSCRIBE
Or, SIGN IN

RESPONSES

  • Posted by Blaine Wilkerson on 3/18/2004 at 10:58 PM Accepted
    Good Question!

    However, I think you can find all the answers you are looking for at www.crmgurus.com.

    You can get lost in there! They have free webinars, a weekly newletter, etc. Great stuff!

    Good Luck!!
  • Posted by Blaine Wilkerson on 3/18/2004 at 11:00 PM Accepted
    Another good resource is www.mathmarketing.com. They are the pros of customer centric tactics.
  • Posted by Pepper Blue on 3/18/2004 at 11:04 PM Accepted
    I'm with Jett on this one, a site that I use frequently that is also tied to a magazine (free subscription) is:

    https://www.destinationcrm.com/

    More info than you could ever read, with a search function.

    For example, this question was just asked and answered there:


    How Can We Build a Foundation for Successful Customer Data Integration?

    I hope that helps.
  • Posted by jcmedinave on 3/19/2004 at 11:24 AM Accepted
    Hello,

    Two things about the CRM topic.

    The first thing: It is critical the Senior manager conviction about CRM, "their actions and statements should be related". You can easy observe the commitment in the daily decisions, "the customer" is it the really focus of the Company?, or there are another priorities.

    The second thing: The people should be focused in their own customers and not so much in attracting new ones, specially the salesman and the service representatives. It is very important to develop and grow the Customer Relations, to link them emotionally, and to maintain them long-term.

    By,

    Juan Carlos
BACK TO TOP

Post a Comment

Related Discussions

Community Info

Top 25 Experts
(Strategy)