Year: 2024
Type: article
Abstract: This paper considers the shortcomings and challenges associated with traditional CRM implementations.It can result in great financial losses and reputational damages for organizations.The article examines the pain points of standard CRM strategies as well as the importance of adopting a new approach to CRM implementation.The Data Driven Framework that concentrates on governance and roles, CRM capability mapping as well as target architecture is presented as a more efficient strategy for successful CRM implementation.Best practices for designing a CRM strategy, together with a detailed process for CRM transformation are also mentioned.Three areas (process, people and technology) have been optimized for new challenges and opportunities of improvement, so the outcomes are described as well.
Author: Saikat Kumar Dutta
Institution: Boston Consulting Group (United States)
Language: English
Subfield: Management Information Systems
Domain: Social Sciences
Open Access status: bronze
OpenAlex ID: W4401516903