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Planning the CRM Program Defining CRM success : The process of establishing Metrics Preparing the CRM Business Plan  1.Defining CRM requirements : The Program’s long term value Its Adherence to company objectives Its ability to deliver key business objectives Its cost Its boundaries Staffing requirements Risk assessment 2.Cost-Justifying CRM : Increased Profits Break-even Lost revenue Sales volumes Customer attrition
Understanding Business Process Production  Quality control  Marketing Sales  Human resources  Sales Promotion  Advertising  Finance  Accounting  logistics Supply chain  Enterprise resource planning Distribution  Research and Development Customer relationship management Warehouse management  Customer Customer Customer Customer
Prioritization  Prioritization : Identifying the important area of CRM which need to be implemented  In a specific organisation Prioritization depends on type of Industry, Level at which the company is positioned  And Objectives of the company
Establishing Budget and Timelines A,a B,b D,d G,g C,c F,f I,i J,j E,e

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Chapter Vi Crm

  • 1. Planning the CRM Program Defining CRM success : The process of establishing Metrics Preparing the CRM Business Plan 1.Defining CRM requirements : The Program’s long term value Its Adherence to company objectives Its ability to deliver key business objectives Its cost Its boundaries Staffing requirements Risk assessment 2.Cost-Justifying CRM : Increased Profits Break-even Lost revenue Sales volumes Customer attrition
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  • 3. Prioritization Prioritization : Identifying the important area of CRM which need to be implemented In a specific organisation Prioritization depends on type of Industry, Level at which the company is positioned And Objectives of the company
  • 4. Establishing Budget and Timelines A,a B,b D,d G,g C,c F,f I,i J,j E,e