Business Process Management Case Study

Question:

What are the business benefits of CRM implementations for organisations such as Berlin Packaging and Churchill Downs? What other uses of CRM would you recommend to the latter? Provide several alternatives.

Answer:

Following are the business benefits of Customer Relationship Management:

• It’s a view of the universal customer

• There are interaction summaries

• It has the ability for discovering the best customers.

• It has increased ability for cross selling

• It’s a one to one marketing

• It’s a market segmentation and the targeted marketing

Following are the alternatives:

• Gaming industry had faced unsympathetic public in face of the addicted gamblers suing for recovering the losses. So Churchill Downs could this useful for seeing when they may identify the problems gambler and then eliminate from the marketing campaigns.

• It has the search for the ways for converting customers from the low yield behaviour group in to the high yield behaviour group.

• It identifies the behaviour or the personality patterns which are associated with the high yield customer and to purchase the marketing information for the persons who are matching these characteristics.

Case : NetSuite Inc., Berlin Packaging, Churchill Downs, and Others

Customer Relationship Management software enable the sales and the marketing professionals for increasing the sales revenue after providing more and the better services to the customers and the prospects.

• Most of the Customer Relationship Management implementations have failed due to of difficulty in the data migration from the old disparate systems to the new system.

• Customer Relationship Management implementation is much easier for doing early in the history of the company than this is later.

• The companies requires for making sure the data are in order to launching any of the main Customer Relationship...