IBM's ECRM Initiatives

            
 
Case Studies | Case Study in Business, Management, Operations, Strategies Case Studies

ICMR HOME | Case Studies Collection

To download IBM's ECRM Initiatives case study (Case Code: ITSY044) click on the button below, and select the case from the list of available cases:

IT and Systems Case Studies | Case Study in Management, Operations, Strategies, Business Ethics, Case Studies

IT & Systems Case Studies Collection
IT and Systems Short Case Studies
View Detailed Pricing Info
How To Order This Case
Business Case Studies
Case Studies by Area
Case Studies by Industry
Case Studies by Company

Custom Search



Please note:

This case study was compiled from published sources, and is intended to be used as a basis for class discussion. It is not intended to illustrate either effective or ineffective handling of a management situation. Nor is it a primary information source.



Chat with us

Strategic Management Formulation, Implementation, & Control, 12e

Please leave your feedback

Leave Your Feedback

ICMR India ICMR India ICMR India ICMR India RSS Feed

Case Details:

Price:

Case Code : ITSY044 For delivery in electronic format: Rs. 300;
For delivery through courier (within India): Rs. 300 + Rs. 25 for Shipping & Handling Charges

Themes

eCRM Project Implementation
Case Length : 11 Pages
Period : 1997-2003
Pub Date : 2004
Teaching Note : Not Available
Organization : IBM
Industry : IT
Countries : US

Abstract:

The case discusses the Customer Relationship Management (CRM) solution implemented by the US-based IT giant IBM. It discusses the circumstances which led IBM into conceiving and implementing 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

IT and Systems Case Studies | Case Study in Management, Operations, Strategies, IT and Systems, Case Studies

Issues:

Understand the importance of implementing a CRM solution in a large multi-product, multinational company.

Study the implementation process of a mega CRM project in a leading IT company in the world.

Examine the rationale for implementing a CRM solution.

Study the challenges faced in a CRM project and identify ways to overcome them.

Appreciate the benefits which a company could reap after implementing a CRM solution.

Contents:

  Page No.
Introduction 1
Background Note 2
Implementing CRM 2000 4
Implementation Issues 5
The Benefits 6
Exhibits 7

Keywords:

IBM, Customer Relationship Management, eCRM, Mega CRM Project, Channel Integration, Customer Segmentation, CRM Implementation, Partner Relationship Management, Systems Architecture and eCRM Applications

IBM's ECRM Initiatives - Next Page>>


Custom Search





Marketing Financial Products
ICMR Textbooks Collection

Case Studies in Finance Volume-IV

Case Volumes Collection

Case Studies in Finance Vol III

Case Studies in Finance Vol III
e-Book on Case Studies in Finance

Case Study Volumes Collection


 

Case Studies Links:- Case Studies, Short Case Studies, Simplified Case Studies.

Other Case Studies:- Multimedia Case Studies, Cases in Other Languages.

Business Reports Link:- Business Reports.

Books:- Textbooks, Work Books, Case Study Volumes.