CRM IMPLEMENTATIONBARRIERS

BY :- KUMAR HARSH ROLL NO. :- 1225110323 M.B.A. IInd yrs C

Customer relationship management (CRM)

Customer relationship management (CRM) is a

widely-implemented strategy for managing a companys interactions with customers, clients and sales prospects. It involves using technology to organize, automate, and synchronize business processes principally sales activities, but also those for marketing, customer service, and technical support.

Implementation
Def:- Implementation is the carrying out, execution, or

practice of a plan, a method, or any design for doing something. As such, implementation is the action that must follow any preliminary thinking in order for something to actually happen. In an information technology context, implementation encompasses all the processes involved in getting new software or hardware operating properly in its environment, including installation, configuration, running, testing, and making necessary changes. The word deployment is sometimes used to mean the same thing.

Benefits of CRM

A CRM system may be chosen because it is thought to provide the following advantages: Quality and efficiency Decrease in overall costs Decision support Enterprise agility Customer Attention

CRM IMPLEMENTATION :BARRIERS

Lack of Guidance

Companies would never construct their offices without a blueprint. According to Gartner, however, more than 60 percent of companies that have implemented CRM did not have mutually agreed upon goals for their projects prior to the installation. Integration Woes Today there is no killer application that solves all integration problems. Most large-scale implementations require some customization. This may lead to problems that put vendors and consultants at odds with customers.

 No Long-Term Strategy

For a long-term business process change to be effective, Copulsky recommends having members of the CRM implementation team spend time in the field to determine how the CRM system will help employees. Dirty Data An often-overlooked, yet insidious hurdle is dirty data, or inaccurate and old information. Data is the lifeblood of a CRM system, and incorrect numbers, spelling mistakes, and outdated contact information can infect that system if it is left unchecked.

 Lack of Employee Buy-In

It's natural to resist change. Top salespeople may ask, for example, Why should we be forced to change our working habits, when those very habits helped us become so successful? On the other hand, poorer performers may fear the outcome of their managers having a window into their bad habits. No Accountability Driven by fear of the unknown, resistance also spills into the managerial level in the form of avoidance, or lack of accountability.

Common CRM Success Barriers

little or no CRM knowledge and/or experience; the risk of implementing a vendor that isn't financially

secure; a staff that is hooked on antiquated systems that use disparate databases; a staff lacking confidence in a chosen vendor; a staff's power user opposed to the product; lack of ongoing training efforts; costs.