Approach To Overcome Existing Limitations For CRM-implementation
نویسندگان
چکیده
The following research report presents the results of studies on CRM solutions and proposes a new approach to overcome identified limitations of CRM implementations. This paper is based on work that has been carried out in a EU founded project on innovative solutions to improve the management of customer relationship and complements previous research of the =mcminstitute in this field. Derived from the identified research gap regarding failures of CRM a market study was carried out among CRM software producers and vendors. Hereby we differentiated in four different perspectives: business, process, functionality and infrastructure. The aim of this differentiation is to better locate the problems of today’s CRM solutions for the different layers within a company. Our main conclusion is that business requirements of today’s companies do not fit with the nowadays CRM solutions. Control, data sharing, multi-modal access, analysis and process flexibility are not supported sufficiently. Based on the research results a first approach for innovative CRM middleware is presented.
منابع مشابه
An Attempt to Analyze & Resolve the Pitfalls in CRM Software through Plug-In Instrumentation
Despite the popularity and myths regarding CRM as it changes the way how a company interacts with customers and the employees perform their jobs throughout the organization, there are many potential areas of failure in a CRM and overcoming these bottlenecks and pitfalls has become a point of interest in contemporary business and IT research. The pitfalls of CRM can be classified as (1) technica...
متن کاملImplementation Methodology of Customer Relationship Management (crm) Systems: towards Developing Successful Principles and Guidelines
The implementation of CRM systems has become very necessary for organizations in order to effectively manage their relationships with the customers. Unfortunately, it has faced various failures in different industries. Besides, the existence of implementation methodologies or frameworks that guide the successful implementation of CRM systems are still lacking. In response to that, this paper ai...
متن کاملProgress in customer relationship management adoption: a cross-sector study
Businesses across sectors use Customer Relationship Management (CRM) to capture and manage their customer data, yet many published studies focus on single industries so their generalizability is limited. In this article, the authors take a multi-sector view of CRM implementation in three areas of the UK services sector: banking and finance, professional services, and the government/public secto...
متن کاملPrinciples and Guidelines for DevelopingImplementation Methodologyof Customer Relationship Management (CRM) Systems
The implementation of CRM systems has become very necessary for organizations in order to effectively manage their relationships with the customers. Unfortunately, it has faced various failures in different industries. Besides, the existence of implementation methodologies or frameworks that guide the successful implementation of CRM systems are still lacking. In response to that, this paper ai...
متن کاملSome Implementation Challenges of Knowledge Management Systems: A CRM Case Study
The promise of knowledge management systems is challenged by implementation problems. This CRM case illustrates that technology-driven approaches are not likely to succeed. It also indicates some limitations of top-down managerial interventions, arguing that we need a deeper understanding of learning processes to be able to implement KM systems successfully. A more experimental implementation s...
متن کامل