Managing a CRM Implementation Customer Relationship Management Reserved Copyright 2007 Thomson Publishing: All Rights Wagner & Zubey Copyright (c) 2006 Prentice-Hall. All rights reserved. 1 Learning Objectives Describe the risks associated with implementing CRM applications Discuss the process of choosing from among various CRM alternatives and vendors Divide a CRM project into manageable phases Describe the CRM development life cycle Explain the importance of change management for CRM initiatives
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Introduction to CRM Air Asia is using Customer Relationship Management (CRM) as their performance measurement system. This performance measurement system is putting customer at the heart of the business. It satisfies the customer needs and wants. It is strategy and process of acquiring‚ retaining‚ and partnering with selective customer to create superior value for company and the customer. This will then increase the shareholders wealth and company value in the long term. According to the Chairman
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Customer Relationship Management or CRM is a strategy and processes used to learn more about customers’ needs and behaviors in order to develop stronger relationships with them. Today marketers consider retaining of customers as much more challenging job than acquiring customers in context of growing competitive forces. The traditional transactional approach of marketing became insufficient to achieve the marketing goals. The focus of transactional marketing is on individual transaction and doesnât
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opting the cloud implementation of the CRM system to the ERP systems. Although often beneficial‚ such an implementation should be carefully evaluated based on the ROI and on delivering positive returns. Before implementing such a project‚ there are things that should be taken into consideration. These are mainly associated with risks and costs. Some experts question whether the complex structure of the financial data stored in the cloud version of the CRM system integrated with ERP systems can preserve
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Summary Customer relationship management (CRM)‚ is a date and information management system that integrates planning‚ scheduling and the control of pre-sale and post-sale activities within businesses. It helps combine technology and business strategy to support business and customer relationships‚ and to help businesses develop and implement go-to-market strategies The review is about obtaining mutual understanding the success and failure of CRM. Although CRM has been one of the fastest growing businesses
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References: * H Peeru Mohamed A. Sagadevan‚ 2010‚ “Customer Relationship Management – a step by step approach”‚ New Delhi‚ Vikas Publications. * IDC‚ 2004‚ “The Financial Impact of CRM”‚ a report
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The Group PCCW Limited (PCCW) is a Hong Kong-based company which holds interests in telecommunications‚ media‚ IT solutions‚ property development and investment‚ and other businesses. The Company holds a majority interest in HKT‚ Hong Kong’s premier telecommunications service provider. HKT meets the needs of the Hong Kong public and local and international businesses with a wide range of services including local telephony‚ local data and broadband‚ international telecommunications‚ mobile‚ and
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PA Career Education & Work Standards Lesson Planning Guide Justifying Student’s Career Choice Strand #13.1: Career Awareness and Preparation CEW Standard #13.1.11E: Justify the selection of a career. Approximate Time: Two 45-minute periods. Prerequisite Skills Reading‚ Writing‚ Speaking and Listening* 1.4.11 Types of Writing C. Write persuasive pieces. Mathematics* None Science and Technology* None Career Education and Work*
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Contacts Introduction ………………………………………………………………………1 Identify core customers………………………………………………………..…2 Pampers role of decision related to customer ………………………..….3 Integrating marketing communication plan campaign…………………4 Company strategy and message strategh………………………………...4 Message strategy to consumer ……………………………………………5 Sales promotion ……………………………………………………………5 Television and the internet ……………………………………………….4/5 Conclusion …………………………………………………………………6 Reference …………………………………………………………………..6
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1).What are the pros and cons of a CRM initiative that is led by the marketing department? PROS CRM and marketing goes hand in hand with eachother. Marketing people would take customers into high consideration when it comes to having a relationship with them‚ they see the importance in communicating. CRM through marketing allows companies to determine who its best customers are. The gathering of this information with the use of CRM also allows companies to create new products and services that
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