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  • 1. “Think fresh, deliver more”
    Issues of Implementing CRM
    Presented To:- Presented By :-
    Prof. Anurag S. YadavGroup No. 5
    (Section C)
  • 2. Flow of the presentation
    What is CRM
    CRM Business Cycle
    Issues & implementation
    Issues faced during implementation
    Major issues during implementation
    • Improper budgeting while attracting & retaining customer
    • 3. Improper analysis of customer defections
    • 4. Improper technology
    • 5. Ineffective loyalty program
    • 6. Retention Program
  • What is CRM?
    CRM is the connection between organization (the Government) and customer (Citizens) during which value is extracted from the customer by delivering value to the customer.
  • 7. CRM Business Cycle
    Problems faced and reasons for implementation
  • 8. Issues & Implementation
    Issues and solutions, always go hand in hand
    A simple thing comes to my mind: How?
  • 9. CRM implementing issues
    • Order Mgmt
    • 10. Configuration Mgmt
    • 11. Demand Planning
    How will this
    process work?
    Who will
    enable this
    process?
    Where will
    this process
    take place?
    Business Process
    Post2002
    Difficult
    to Solve
    Qualitative
    Issues
    Organization
    Location
    Data
    Quantitative
    ISSUES
    Easier to Solve
    Application
    Pre2002
    What
    systems will
    enable this
    process?
    What
    information
    will enable
    this process?
    • ERP
    • 20. Legacy app’s
    • 21. Office Automation tools
    Technology
    What computers
    and equipment
    will enable this
    process?
  • 28. Issues faced During implementation
    Problem getting user community (employees) to accept it
    Users forced to work harder to create processes and re-engineer systems around the new implementation
    CRM Training for all related employees
    Even best in class products are known to fail because of poor training
  • 29. Issues faced During implementation
    Maintaining the service levels at the same time enabling transition to CRM implementation.
    Had to design a proper workflow automation
    Facilitation of knowledge sharing.
  • 30. Major issues During implementation
    Thou shalt perfect the art of perfection
  • 31. improper Budgeting while Attracting & Retaining customer
    More emphasis on attracting a stream of new customers rather then retaining the existing customer.
    Old customer tend to spend more with the firm as a result of their increased familiarity and comfort with firm service’s & product.
    Firms have a fixed budget for marketing.
  • 32. improper Analysis of Customer interpretation
    Analyzing customer defection is to define what a ‘defection’ is.
    To identify the ‘core’ customers of the firm
    To get the root cause of the problem, i.e. customer defections.
    To develop a action plan based on the results of the defector interviews.
  • 33. improper Technology
    Functionality
    Flexibility in incorporating changes
    Customization
    Scalability
    Fit with existing architecture
    Fit with global best practice
    Upgradability
    Commercial impact
    Degree of integration
  • 34. ineffective Loyalty program
    • Customer loyalty was a major concern.
    Customer loyalty and reward programs are followed by firm
    Resist efforts of competitors to attract the loyal
    customer
    A customer’s loyalty creates value for the firm.
  • 35. Retention program
    Customer retention is increasingly becoming more & more important as firms understand the value of a loyal customer.
    Customer portfolio analysis
    Reorganization for Customer Retention
  • 36. Conclusion
    Lets talk global
  • 37. Conclusions
    Lose customers only if you must, only by design and not by default and certainly not, by a (CRM) design-default.
    CRM must build a Capability, not just a System in the practicing firm to relate and retain profitable customers.
  • 38. CRM implementation Summary
  • 39. Thank you for your attention