A successful CRM implementation project in a service company_ case study _ Armand Faganel - Academia
2014/10/29
A successful CRM implementation project in a service company: case study | Armand Faganel - Academia.edu
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A successful CRM implementation project in a service company: case study
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2014/10/29
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2014/10/29
A successful CRM implementation project in a service company: case study | Armand Faganel - Academia.edu
Organizacija, Volume 42
Research papers
Number 5, September-October 2009
Information systems,
Knowledge management,
E-Technology-CRM software,
Management-supply chain management/TQM,
CRM attributes related to customer intentions,
CRM: culture-environment-ethics.
Many management specialists embraced the still vague notion of CRM across multiple channels and interaction points as the “next big thing”, and rushed its implementation despite
Three organizations have made CRM central to their business, but their conceivement, prioritizing and management of it, is different. They have in common a successful corporate prioritizing of the marriage of the organization activities and customer needs. All three organizations acquired and retained the valued customers’ revenue stream for as long as possible, which is the ultimate aim, over time but have done so in a variety of ways.
Zineldin (2006) proposed a research model (5Qs) to
the lackasofwithout a clearunderstanding definition, vision, set of best as well of theand enormity and practices, complexity of organizational restructuring required for a successful
CRM implementation
A successful CRM implementation project in a service company: case study | Armand Faganel - Academia.edu
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A successful CRM implementation project in a service company: case study
http://www.academia.edu/192144/A_successful_CRM_implementation_project_in_a_service_company_case_study
1/10
2014/10/29
A successful CRM implementation project in a service company: case study | Armand Faganel - Academia.edu
http://www.academia.edu/192144/A_successful_CRM_implementation_project_in_a_service_company_case_study
2/10
2014/10/29
A successful CRM implementation project in a service company: case study | Armand Faganel - Academia.edu
Organizacija, Volume 42
Research papers
Number 5, September-October 2009
Information systems,
Knowledge management,
E-Technology-CRM software,
Management-supply chain management/TQM,
CRM attributes related to customer intentions,
CRM: culture-environment-ethics.
Many management specialists embraced the still vague notion of CRM across multiple channels and interaction points as the “next big thing”, and rushed its implementation despite
Three organizations have made CRM central to their business, but their conceivement, prioritizing and management of it, is different. They have in common a successful corporate prioritizing of the marriage of the organization activities and customer needs. All three organizations acquired and retained the valued customers’ revenue stream for as long as possible, which is the ultimate aim, over time but have done so in a variety of ways.
Zineldin (2006) proposed a research model (5Qs) to
the lackasofwithout a clearunderstanding definition, vision, set of best as well of theand enormity and practices, complexity of organizational restructuring required for a successful
CRM implementation
References: Anderson, S. (2006). Sanity check: On-demand or on-premise CRM, Destination CRM.com, Viepoint, available at: www.destinationcrm.com (15.5.2007) Beasty, C. (2007). Dirty little data secrets, Destination CRM.com, Feature, available at: www.destinationcrm-com (15.6.2007) Bolton, M., (2004). Customer centric business processing, International Journal of Productivity and Performance Management , 53 (1): 44-51. Bull, C. (2003). Strategic issues in customer relationship management (CRM) implementation, Business Process Management Journal, 9 (5): 592-602