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CRM – optimize your company: Benefits and downsides of implementing CRM systems
von Jan HeynCustomer Relationship Systems are a useful tool which explicitly reduces the amount of work as well as the costs of a company after a specified break-even-point. But can such a tool help a medium-sized enterprise?
Implementing a Customer Relationship Management System for medium-sized enterprises implies a big intervention in the corporate structure, which should be thoroughly considered. This book presents the different possibilities of operational Customer Relationship Management Systems, analytical systems prior to collaborative Customer Relationship Management Systems for medium sized enterprises.
It is particularly important for the company to be clear about the objectives of implementing a CRM System. These objectives can be customized-oriented solutions or business-oriented solutions. A solution which targets strategic goals for a product or pursuing financial targets is also possible. Furthermore, the consumer behaviour changed during the last couple of years. To enable an understanding of the implications of customer satisfaction and the aspect of customer loyalty, the book discusses the diversification between the types of customers.
The book can be used to work off a checklist which verifies the claims of a CRM system within a medium sized company and provides a clear example of a successful implementation into an existing system within the company.
If the company check worked out a successful outcome, the company can smoothly go ahead and choose the right system to implement the company specific targets.
Does the company have enough capital to purchase a Customer Relationship Management System? Does the company hire a CRM system first as a pilot project? What are the risks and benefits of such an implementation? Where is the market now, and what are the trends which can be found on the market in the near future? These and other answers will be simply and thoroughly explained in this book.
Implementing a Customer Relationship Management System for medium-sized enterprises implies a big intervention in the corporate structure, which should be thoroughly considered. This book presents the different possibilities of operational Customer Relationship Management Systems, analytical systems prior to collaborative Customer Relationship Management Systems for medium sized enterprises.
It is particularly important for the company to be clear about the objectives of implementing a CRM System. These objectives can be customized-oriented solutions or business-oriented solutions. A solution which targets strategic goals for a product or pursuing financial targets is also possible. Furthermore, the consumer behaviour changed during the last couple of years. To enable an understanding of the implications of customer satisfaction and the aspect of customer loyalty, the book discusses the diversification between the types of customers.
The book can be used to work off a checklist which verifies the claims of a CRM system within a medium sized company and provides a clear example of a successful implementation into an existing system within the company.
If the company check worked out a successful outcome, the company can smoothly go ahead and choose the right system to implement the company specific targets.
Does the company have enough capital to purchase a Customer Relationship Management System? Does the company hire a CRM system first as a pilot project? What are the risks and benefits of such an implementation? Where is the market now, and what are the trends which can be found on the market in the near future? These and other answers will be simply and thoroughly explained in this book.