10（课件）- 《客户关系管理（英文版）》同步教学（人民大学版）

Urvashi Makkar and Harinder Kumar Makkar: Customer Relationship Management Copyright © 2012, by Tata McGraw Hill Education Private Limited CRM Customer Relationship Management Urvashi Makkar Harinder Kumar Makkar Urvashi Makkar and Harinder Kumar Makkar: Customer Relationship Management Copyright © 2012, by Tata McGraw Hill Education Private Limited Chapter 10 Planning and Implementing CRM Urvashi Makkar and Harinder Kumar Makkar: Customer Relationship Management Copyright © 2012, by Tata McGraw Hill Education Private Limited Introduction Learning Objectives Scope and Significance of CRM Project Business Process Reengineering (BPR) for CRM Implementation CRM Implementation Process Recap Chapter 10 : Planning and Implementing CRM Urvashi Makkar and Harinder Kumar Makkar: Customer Relationship Management Copyright © 2012, by Tata McGraw Hill Education Private Limited After going through this chapter, the students will be able to: Understand how to make a CRM business plan Appreciate Importance of Business Process Re-engineering (BPR) for CRM Project Understand Issues involved in selection of CRM application Know the importance of adoption of CRM within organization Learning Objectives Urvashi Makkar and Harinder Kumar Makkar: Customer Relationship Management Copyright © 2012, by Tata McGraw Hill Education Private Limited CRM is not just the purchase and installation of a software application, but it demands a well-planned and structured methodology that involves the adoption of new philosophy and change in the culture of the organization. The process of CRM implementation may differ from organization to organization, depending on organizational goals, business objectives, the current level of training required for the employees & availability of technology. A highly skilled and trained team of professionals is required to make CRM implementation a success in any organization. Introduction Urvashi Makkar and Harinder Kumar Makkar: Customer Relationship Management