Articles Review on Crm
Executive Summary
Customer relationship management (CRM), is a date and information management system that integrates planning, scheduling and the control of pre-sale and post-sale activities within businesses. It helps combine technology and business strategy to support business and customer relationships, and to help businesses develop and implement go-to-market strategies The review is about obtaining mutual understanding the success and failure of CRM.
Although CRM has been one of the fastest growing businesses methods of the new millennium, critics point to the high failure rate of the CRM projects as evidenced by commercial market studies. The purpose of the review is to investigate success and failures of CRM system implementations.
By studying the two articles which discussing on success-failure of CRM, we found that by understanding the CRM system, we could prevent the potential failure and optimize the system at it’s the best. It is organization priority to understand the basis before implementing the system. A good CRM will really benefit the organization and it is dynamic, change and grows over time and usage.
Article Review
Both articles relates on Customer Relation Management (CRM), CRM system, application of CRM, Critical Success Factor (CSF). The interesting story in this article is the investigation on failures and success of the CRM. If the company planned the projects well by considering all the criteria, people, the company and external suppliers and work as a team, the project will be successful and vice versa. Furthermore, the project also can be considered as failed if it is over the budget. The first article is based on CRM. The CRM system is defined as the technological business management tool. It is done due to customer segmentation, to maintain relationship, and to know the way to handle unprofitable customer, customize market offering and promotional efforts.
There are two types of CRM which is operational CRM and
Customer relationship management (CRM), is a date and information management system that integrates planning, scheduling and the control of pre-sale and post-sale activities within businesses. It helps combine technology and business strategy to support business and customer relationships, and to help businesses develop and implement go-to-market strategies The review is about obtaining mutual understanding the success and failure of CRM.
Although CRM has been one of the fastest growing businesses methods of the new millennium, critics point to the high failure rate of the CRM projects as evidenced by commercial market studies. The purpose of the review is to investigate success and failures of CRM system implementations.
By studying the two articles which discussing on success-failure of CRM, we found that by understanding the CRM system, we could prevent the potential failure and optimize the system at it’s the best. It is organization priority to understand the basis before implementing the system. A good CRM will really benefit the organization and it is dynamic, change and grows over time and usage.
Article Review
Both articles relates on Customer Relation Management (CRM), CRM system, application of CRM, Critical Success Factor (CSF). The interesting story in this article is the investigation on failures and success of the CRM. If the company planned the projects well by considering all the criteria, people, the company and external suppliers and work as a team, the project will be successful and vice versa. Furthermore, the project also can be considered as failed if it is over the budget. The first article is based on CRM. The CRM system is defined as the technological business management tool. It is done due to customer segmentation, to maintain relationship, and to know the way to handle unprofitable customer, customize market offering and promotional efforts.
There are two types of CRM which is operational CRM and
References: 1. Fross, Bryan, Merlin Stone, and Yuksel Ekinci. "What Makes for CRM System Success — or Failure?" (2008) 2. King, Stephen F., and Thomas F. Burgess. "Understanding Success and Failure in Customer Relationship Management." (2007)