Customer Relationship Management System

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Customer Relationship Management System

Implementing a Customer Relationship Management (crm) System: the Challenges Involved, the Law and other Social Sciences

CRM systems offer companies a unique ability to manage their customers more effectively. There is a wealth of benefits to CRM both internally and externally, and if used correctly they can grow a company's customer base and profits. Despite this, the implementations of these systems have a high rate of failure, with companies often spending large amounts of money without gaining anything other than an internal reporting tool. this subject looks at the reasons behind these failures, looking at previous case studies, theories and problems to decipher the main issues. The authors then use a recent CRM implementation as a case study to see how these issues relate to a real life scenario. The research concludes with a ten-step plan which can help academics and practitioners in gaining a better understanding of the implementation issues involved with such complex systems.[1]


Notes and References

  1. Dimitra Skoumpopoulou, Benjamin Franklin, “Implementing a Customer Relationship Management (CRM) system: The challenges involved” (Encyclopedia of Information Science and Technology, 4th Edition, Information Resources Management Association, 2018)

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