Reflective on Customer Relationship Management Strategy Case Study

Reflective on Customer Relationship Management Strategy - Case Study Example Specifically, the report attempts to narrate the background of the necessity of a CRM plan from the company's perspective and objectives for which CRM plan was developed. Furthermore, I have tried to portray the challenges that the company has faced and the prescribed the ways to overcome those challenges. The essay is concluded with my experience of doing an informative project and the lessons I learned out of my experience. Now, I feel that if I had been given little more time for completion, the project would have been much better. The CRM project has bee done as a part of my curriculum in the Business System Integration Coursework for the week 5-10. The project has been completed in association with other students who have been selected for the group to which I belong. The assigned project was to prepare a CRM plan and Implementation strategy for a big company- Alcatel Company, which has been in telecom and entertainment industry for last several years. The main aim of the project was to provide a practical exposure to the students as to how integrating business system works and how effectively CRM strategies can be framed and implemented. Apart from that, it attempts to equip the students with the knowledge and experience about teamwork and communication skills. The work starts with situation analysis of the company to know about where it stands and where it wants to reach and what is the difference between the two states. After analyzing the background of the company, the next task was to propose a CRM plan and implementation strategy so that the company can overcome its present problems and challenges. The work has touched almost all functional areas, which have a bearing upon the CRM plan and its implementation. The project was concluded with suggestions and recommendations to further improve the CRM plan effectiveness and reach the goal of customer loyalty and sustainability. All efforts have been put to make the work most efficiently and contributing prosperity to the company.Aims and Objectives 1. To enhance the knowledge about Business System Integration To get acquainted with how to formulate and implement CRM strategies Apply CRM concepts to real-life business situations 2. To realize the effectiveness of teamwork in contrast to working in isolation and develop team working skill The group emphasized on teamwork and every decision was taken in consultation with all team members Held meetings regularly to discuss difficulties, solutions, plans, and processes3. To undertake the assignment in a professional manner and complete it successfully Devote enough time to come up with the best CRM strategy appropriate for the company Extensive research of books, articles and other secondary sources on CRM implementation.