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A relative of mine works for a corporate firm on CRM (Customer Relationship Management) software
Member rating: No Rating | Words: | Submitted: Wed Oct 05 2005
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Date __________________________ This alternate plan paper has been examined and approved. Examining Committee: ________________________________________ ________________________________________ ________________________________________ TABLE OF CONTENTS Chapter I. INTRODUCTION ......................................1 Current market talk. ....................................3 Approach of study ......................................4 Goal of study.............................................4 Key terms................................................5 II. PEOPLE ..................................................6 Importance of people component.....................7 III. PROCESS.................................................8 Importance of Process component....................11 IV. TECHNOLOGY........................................12 V. CRM SOFTWARE VENDOR SELECTION.......14 Functionality requirements...........................14 Technical requirements.................................15 VI. CONCLUSION..........................................19 Glossary...................................................19 CHAPTER I INTRODUCTION A relative of mine works for a corporate firm on CRM (Customer Relationship Management) software. He told me that their company is doing well with their CRM initiative while most of the other companies, using different software, are not achieving their goal of customer satisfaction. That gave me a big click of interest towards my research topic and I came up with a research questions as "How to avoid CRM failure?" and how to choose a best CRM software vendor? Customer Relationship Management is an interactive process for achieving the optimum balance between...
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