Subject category:
Knowledge, Information and Communication Systems Management
Published by:
IBS Center for Management Research
Length: 13 pages
Data source: Published sources
Abstract
The case discusses the customer relationship management (CRM) solution implemented by the US-based IT (information technology) giant IBM. It discusses the circumstances which led IBM into conceiving and implementing the CRM solution in association with the leading CRM software vendor - Siebel Systems. The case discusses in detail the process followed by IBM to implement the CRM solution describing its systems architecture. It also discusses the challenges faced by IBM in implementing the solution and the benefits reaped by the company after the implementation. The case is structured to enable students to: (1) understand the importance of implementing a CRM solution in a large multi- product, multinational company; (2) study the implementation process of a mega CRM project in a leading IT company in the world; (3) examine the rationale for implementing a CRM solution; (4) study the challenges faced in a CRM project and identify ways to overcome them; and (5) appreciate the benefits which a company could reap after implementing a CRM solution. The case is targeted at MBA/PGDBA students for the customer relationship management/knowledge, information and communication systems management curriculum.
About
Abstract
The case discusses the customer relationship management (CRM) solution implemented by the US-based IT (information technology) giant IBM. It discusses the circumstances which led IBM into conceiving and implementing the CRM solution in association with the leading CRM software vendor - Siebel Systems. The case discusses in detail the process followed by IBM to implement the CRM solution describing its systems architecture. It also discusses the challenges faced by IBM in implementing the solution and the benefits reaped by the company after the implementation. The case is structured to enable students to: (1) understand the importance of implementing a CRM solution in a large multi- product, multinational company; (2) study the implementation process of a mega CRM project in a leading IT company in the world; (3) examine the rationale for implementing a CRM solution; (4) study the challenges faced in a CRM project and identify ways to overcome them; and (5) appreciate the benefits which a company could reap after implementing a CRM solution. The case is targeted at MBA/PGDBA students for the customer relationship management/knowledge, information and communication systems management curriculum.