CRM CH9

PHASE 1 in The five-step implementation process

• DEVELOP THE CRM STRATEGY

• BUILD CRM PROJECT FOUNDATIONS.

• NEEDS SPECIFICATION AND PARTNER SELECTION.

• PRJECT IMPLEMENATION

• PROJECT AVALUATION

PHASE 2 in The five-step implementation process

• DEVELOP THE CRM STRATEGY

• BUILD CRM PROJECT FOUNDATIONS

• NEEDS SPECIFICATION AND PARTNER SELECTION

• PRJECT IMPLEMENATION

• PROJECT AVALUATION

PHASE 3 in The five-step implementation process

• DEVELOP THE CRM STRATEGY

• BUILD CRM PROJECT FOUNDATIONS

• NEEDS SPECIFICATION AND PARTNER SELECTION

• PRJECT IMPLEMENATION

• PROJECT AVALUATION

PHASE 4 in The five-step implementation process

• DEVELOP THE CRM STRATEGY

• BUILD CRM PROJECT FOUNDATIONS

• NEEDS SPECIFICATION AND PARTNER SELECTION

• PRJECT IMPLEMENATION

• PROJECT AVALUATION

PHASE 5 in The five-step implementation process

• DEVELOP THE CRM STRATEGY

• BUILD CRM PROJECT FOUNDATIONS

• NEEDS SPECIFICATION AND PARTNER SELECTION

• PRJECT IMPLEMENATION

• PROJECT AVALUATION

is a high level plan of action that aligns people, processes and technology to achieve customer-related goals.

• CRM strategy

• Develop the CRM vision

• Establish benefits expected – the goals and objectives

is a high-level statement of how CRM will change the way the business relates to its customers

• CRM strategy

• Develop the CRM vision

• Establish benefits expected – the goals and objectives

refer to a qualitative outcome

• goals

• objective

refer to a measurable outcome.

• goals

• objective

The situation analysis examines the three dimensions

(a)