1. “Think fresh, deliver more” Issues of Implementing CRM Presented To:- Presented By :- Prof. Anurag S. YadavGroup No. 5 (Section C)

3. Improper analysis of customer defections

4. Improper technology

5. Ineffective loyalty program

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?

10. Configuration Mgmt

12. Manufacturing

13. Finance

14. I/T

15. Sales

16. Field sales offices

17. Customers

18. Mfg sites

20. Legacy app’s

22. Customers

23. Payment

24. Hardware

25. Software

26. O/S

27. Networks (LAN/WAN)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

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