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Success Factors for a Customer Relationship Management Strategy

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This section of the report deals with what the researchers have done in planning and implementing the CRM Strategy.   The main focused areas of the project were bifurcated into three - making a brochure; responding to Response to Proposal (RFP), and issuing Best and Final Offer (BAFO). Each of these is briefly described as below: 1. Making the brochure there are two steps involved in making a brochure, namely developing the content and designing the brochure. Contents were developed by a group including me and the brochure was designed by the group who are experts in Adobe Photoshop application software.

To start with the content development task, a number of brainstorming sessions were held that generated so many ideas and opinions. The sessions were held mainly on the following topics for which contents were needed.    Background of the company A professional and touching Business Logo Mission Statement   Core Competencies Team ethos Before finalizing the brochure, the team had one more meeting to ensure the support and consent of all to keep the team members enthusiastic and to keep the group from problems. 2.

Responding to RFP (Response To Proposal)For the completion of this part of the project, we had to decide two areas. First, we had to have a consensus on CRM implementation approach and secondly, on CRM implementation process. The implementation approach on which we had agreed upon was People, Process, and Technology (PPT), which was found to be the most appropriate for the company.   This approach is the most popular one and many empirical studies have supported it. Based on the empirical study by Mendoza et al. (2006), successful implementation CRM strategy comprised of three key aspects: people, process, and technology.   • People  It is a known well-known fact that human capital is a vital element of organizations.

In implementing a CRM strategy, the people in an organization must be able to cope up with the changes necessary to be initiated as a part of an implementation.

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