Final_5920 - COMP 5920 Chapter 9 PeopleFirst, Cessna,...

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COMP 5920 Chapter 9 “PeopleFirst, Cessna, Allstate, and Sprint CRM systems” 1.What are several major reasons for the high failure rate in implementing CRM systems? Implementing a CRM system is as perilous as installing ERP. The software is hard to install. It forces a lot of changes quickly on business units. They often do not serve customers any better. 2. What could PeopleFirst and Cessna have done to avoid the failures in their first tries at implementing CRM systems? They tried to install a complete CRM system at once, which cause a big change and makes it hard for users to adapt quickly. Three months later after installation, it was clear that things were not going well, yet they continued. 3. How have Allstate and Sprint helped to ensure their successful CRM implementations? What are several other things companies could do to help implement CRM systems? Determine what their CRM system needs to do exactly. Don’t choose one complete CRM system. Pick packages that suites your requirements.
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Final_5920 - COMP 5920 Chapter 9 PeopleFirst, Cessna,...

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