A Study of CRM Implementation in Financial Industry
نویسندگان
چکیده
This paper presents a project management model for customer relationship management projects for the financial service industry. Key findings from a survey of both financial institutes and software vendors are then presented. It is suggested that a good communication management can increase the success rate of CRM projects. The other important areas are scope management, quality management, time management and project planning, although their performance is below expectation.
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