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TermProjectPresentation Anu

This document discusses critical success factors for strategic customer relationship management implementation projects, using the case study of Robeco Private Banking. It identifies key benefits and threats to CRM implementations, and common challenges faced. The study used a literature review and surveys of professionals and service providers to identify important success factors. These included developing a customer loyalty vision, selecting an appropriate customer care solution, managing performance, change management within the organization, and properly selecting service providers. The document provides background on CRM and outlines the research methods used in the case study analysis.

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132 views17 pages

TermProjectPresentation Anu

This document discusses critical success factors for strategic customer relationship management implementation projects, using the case study of Robeco Private Banking. It identifies key benefits and threats to CRM implementations, and common challenges faced. The study used a literature review and surveys of professionals and service providers to identify important success factors. These included developing a customer loyalty vision, selecting an appropriate customer care solution, managing performance, change management within the organization, and properly selecting service providers. The document provides background on CRM and outlines the research methods used in the case study analysis.

Uploaded by

anuji
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPT, PDF, TXT or read online on Scribd
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Understanding some of the critical

success factors in strategic customer


relationship management
implementation projects: The case of
Robeco Private Banking
• proudly brought to you by . . .
• Group 4
CSF & CRM Implementation
high
Addresses all CSF’s Addresses some CSF’s
Successful
Outcome

Addresses some CSF’s Addresses no CSF’s

low high

Level of Risk
Background & Foundations
by David Laurent

• What is CRM?
• Industry Trends
• Challenges
• Motivation of our Study
Benefits of CRM
• Relationship marketing increases retention
• Greater potential to learn from customers
• Relationship behavior anticipates customer
demands
• Increased profitability through targeting
CRM Implementation Threats
Lack of technical expertise-
38%
Organisational barriers-
40%
Employee resistance-42%
1

Quality of CRM consultants-


50%
Cost of CRM software-58%
0% 20% 40% 60% 80%
Performance of the system-
% of respondents
62%
Challenges in CRM
Implementation
• Customer Loyalty Vision
• Appropriate Customer Care Solution
• Managing Performance
• Managing the Organization
• Service Provider Selection
Motivation for our Study
Forecasted European Spending on CRM projects

35
30
25
20
$B
15
10
5
0
1999 2000 2001 2002 2003 2004
Methods
Understanding Some of the
Critical Success Factors in
Strategic Customer
Relationship Management
Implementing Projects: The
Case of Swiss Robeco Private
Banking.
Question
• What are we trying to establish?
What are the CSF’s required to implementing
CRM?
What do companies look at when implementing
a CRM system?
Research Design
• Framework for identifying CSFs
Literature Review
• Considerations
Identified Possible CSF's
Survey
• Questionnaire sent to professionals and service
providers
• Interview with Robeco Private Banking
Survey: Questionnaire
Examples • Onyx Software
How would you rank the importance of retaining customer loyalty? Please tick one.
Very high
1
High
2
Moderate
3
Low
4
Very low
5 • Nortel Networks
•
Which would of the following be the most important (number 1) to the least important
(number 6) in implementing CRM in banking?
The Internet ( )
IDC Research Analyst
Profitability and value creation of ROI ( )
End users involvement
Role of the service providers
( )
( )
• IDC Senior Analyst
CRM training issues ( )
Tracking and measuring project on achieving CRM goal ( )
Considerations
Most popular CSF's:
1 Developing a Customer Loyalty Vision
2 Appropriate Customer Care Solution
3 Managing Performance
4 Managing the Organization
5 Service Provider Selection
Results
Limitations/Extentions
Conclusion

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