IBM's ECRM Initiatives
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(Case Code: ITSY044) click on the button below, and select the case from the list of available cases:
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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.
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Case Details: |
Price: |
| Case Code |
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ITSY044 |
For delivery in electronic format: Rs.
300;
For delivery through courier (within India): Rs. 300 + Shipping & Handling Charges extraThemes
eCRM Project Implementation |
| Case Length |
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11 Pages |
| Period |
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1997-2003 |
| Pub Date |
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2004 |
| Teaching Note |
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Not Available |
| Organization |
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IBM |
| Industry |
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IT |
| Countries
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US |
Abstract:
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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
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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:
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
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