Question

Q59

Identify and discuss the critical success factor for implementing a CRM system. [2 Marks]

Answer 1

According to Azoulay, 2014, the critical factors for CRM implementation are

• Executive sponsorship where the company goals and objectives are aligned with CRM objectives.
• Implementation approach in which the entire lifecycle of the system is considered not just the planning phase.
• Right Partner as a good partner can provide a good software along with its solutions, maintenance, and post-sales changes and Right technology which is flexible, ready to be customized as per the needs, industry-specific, easily upgradable etc

According to Chalmeta, 2007, Top management support and clear CRM strategies are critical success factors. If the top management supports in providing training, making everyone aware of the CRM, clarifying the doubts of people regarding CRM and its importance, then it can be successfully implemented.

According to Bohling, 2006, the Staff training is very crucial. Lack of skillful employees can lead to the failure of CRM implementation as they can solve the emerging problems if they have knowledge of CRM and prompt responses to customers and clients can be given.

According to Mendoza, 2007, monitoring, controlling, measuring the effectiveness of CRM and giving appropriate feedback is essential for CRM as it keeps track that we are in the right path of achieving the CRM objectives and the purpose is fulfilled.