Crm solution in a large multi-product

Assignment Help Business Management
Reference no: EM131091366

Case Study

The near past saw the effective implementation of the online services including Electronic Customer Relationship Management (e-CRM) solution by the US-based IT giant IBM. The conceiving and implementation of online e-CRM solution by IBM was scheduled in association with the leading CRM software vendor - Siebel Systems.The process followed by IBM to implement the e-CRM solution describing its systems architecture faced quite a lot challenges in implementing the solution, but the benefits reaped by the company after the implementation were enormous.In January 2000, IBM, the $86 billion IT company, embarked on the largest electronic based Customer Relationship Management (e-CRM) project known at that time. Termed CRM 2000, the project aimed at ensuring that any point of interface between the customer and IBM, through any of its channels, in any country, was dealt with uniformly, providing the same service level, applying the same tools and information.In other words, IBM wanted to present a unified interface to its customers across the world. In 2004, four years after the project, the company was well on its way towards fulfilling its objective, reporting significant improvement in customer satisfaction levels.To manage the worldwide installation of Siebel's e-CRM applications, IBM launched a global program. Installation of e-CRM systems was only a part of the implementation process of CRM solutions at IBM. A more important task was to manage internal business process changes following the installation.The deployment of the e-CRM solution let to significant productivity improvement at various IBM units within a year of implementation. Without increasing the number of staff manning call centers, more number of calls could be dealt with and more leads were generated.

Q1. Discuss the importance of implementing an online CRM solution in a large multi-product, multinational company.

Q2. Discuss the implementation process of a mega e-CRM project in a leading IT company in the world.

Q3. Study the challenges faced in an e-CRM project and identify ways to overcome them.

Reference no: EM131091366

Previous Q& A

  Company incurs the following costs in producing

Data for Gundy Company are given in BE10-4. In March 2014, the company incurs the following costs in producing 100,000 units: direct materials $525,000, direct labor $596,000, and variable overhead $805,000. Actual fixed costs were equal to budget..

  Manufacturing has linear short run production function

ACME manufacturing has the linear short run production function Q = 13K + 2L + 41M, where K is capital, L is labor and M is raw materials. Its stock of capital and raw materials are fixed at 5 units each; input prices were $8 for capital and $16 for ..

  Purpose does the psychological models serve

In your opinion what purpose does the psychological models serve? Explain in your own words. Free association is a therapeutic technique of psychoanalytic model while Rational Emotive Behavior Therapy (REBT) is a cognitive behavioral technique, exp..

  Net gain from trade for country in opening up to free trade

Suppose in the market for oranges in a small country closed to international trade, the domestic price is $3 per lb. at which 10,000 lbs. are bought and sold in the country, while the world price is $4 per lb. If the country opens up to free trade wi..

  Draw a graph representing a hypothetical economy

Carefully label the two axes, the 45-degree line, the AE curve, and the equilibrium level of real GDP. Indicate and label the GDP gap and the recessionary gap.

  Euro spot exchange rate-euro exchange rate

Two countries, France and the US produce just one good – chicken. Suppose that the price of beef in the US is $2.80 per kilogram, and in France it is 3.70 EURO per kilogram. According to PPP theory, what should be the $/EURO spot exchange rate?  What..

  Understanding of the mechanics of solar systems

I a strong theoretical understanding of the mechanics of solar systems, particularly in the field of Heat Transfer. I designed and manufactured components, such as heat exchanger, manifold and storage tank

  Level of ethical interpersonal communication

How would you assess the level of ethical interpersonal communication in an organization at which you are or were employed? Give some concrete examples that serve as the basis of your assessment.

  Lucy entered into the following transactions

In 2000, Lucy borrowed $600,000 from her brother, Irwin, so that Lucy could start a business. The loan was on open account, and no interest or due date was provided for. Under applicable state law, collection on the loan was barred by the statute ..

  What are some ethical considerations

What are some ethical considerations when using slack and buffers?


Write a Review


Similar Q& A

  Ethical leads to better business performance

Topic: "Discuss the key benefits of business ethics and whether you believe that being ethical leads to better business performance. Provide relevant research and examples to support your thinking."

  Integrative moral and change leadershipwhat is integrative

integrative moral and change leadershipwhat is integrative leadership? what is moral leadership? what is change

  The sovereign debts of these nationals

3)   Greece, Ireland, Portugal, and Spain all went through national budget difficulties in recent years. Use the data below to answer questions regarding the sovereign debts of these nationals (All data comes from the OECD and is in billions of curre..

  Design and create a survey to measure a business

Design and create a survey to measure a business issue, problem, or activity of your choice. Collect information from a functionally diverse population and apply critical thinking to capture meaning from survey results.

  Explain what are the types of interventions

What are the types of interventions and how does employee empowerment maximize employee potential?

  Describe the use of cell phones as tools for collaborative

Describe the use of cell phones as tools for collaborative work and What are the greatest advantages also Be sure to address any limitations on mobile phone use as it applies to teamwork.

  Measurement disfunctioncan you describe any instances you

measurement disfunctioncan you describe any instances you have experienced or researched with measurement dysfunction?

  Effectiveness of rooney rule in improving diversity

Rate the effectiveness of the Rooney Rule in improving diversity within the NFL.

  Describe impact that technology has had on size

Identify also briefly describe impact that technology has had on size also geographical span of modern firms.

  State the average price and quantity exchanged in the market

The Wall Street Journal recently reported that insurgents in Iraq had taken over a major oil refinery. What would you predict would happen to the average price and quantity exchanged in the market for gasoline in Iraq?

  Tradititional management approach vs last planner

tradititional management approach vs. last planner ststemplease explain to me the following questions about the

  Explain how theoretical approaches culture structure

. In relation to Organisational Behaviour demonstrate Explain how theoretical approaches, Culture, Structure and Management Practices contribute to the success of Tesco’s?

Free Assignment Quote

Assured A++ Grade

Get guaranteed satisfaction & time on delivery in every assignment order you paid with us! We ensure premium quality solution document along with free turntin report!

All rights reserved! Copyrights ©2019-2020 ExpertsMind IT Educational Pvt Ltd