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Consider you are managing a local Janitorial Supplies shop. How would you decide the level of...

Consider you are managing a local Janitorial Supplies shop. How would you decide the level of resources that your company should invest in CRM? What types of systems would you implement? How would it be integrated to existing systems? Justify your answer and provide examples

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Answer #1

The level of resources to be implemented will be based on the objective that the CRM system will serve in the supplies shop. The major objectives that the implementation of a CRM system will serve are:

  • To maintain the customer database
  • To facilitate customer service
  • To cross sell products and increase market share of the shop
  • To facilitate the sales process
  • To add new customers

In this case, an operational CRM will be the best to fulfill the objectives of system. The prime objective of implementing a CRM system in this supplies shop will be to facilitate the customer management. Hence, operational CRM will facilitate the system.

The integration of CRM with the existing system can be facilitated through APIs or cloud connectors. These entities facilitate the integration of CRM system

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