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CRM System Implementation in a Multinational Enterprise
Alok Mishra and Deepti Mishra
Department of Computer Engineering, Atilim University, Ankara, Turkeyalok@atilim.edu.tr
deepti@atilim.edu.tr
Abstract. The concept of customer relationship management (CRM) resonates with managers in today’s competitive economy. As more and more organizations realize the significance of becoming customer-centric in today’s competitive era, they embrace CRM as a core business strategy. CRM an integration of information technology and relationship marketing provides the infrastructure that facilitates long-term relationship building with customers at an enterprise-wide level. Successful CRM implementation is a complex, expensive and rarely technical projects. This paper presents the successful implementation of CRM in a multinational organization. This study will facilitate in understanding transition, constraints and implementation of CRM in multinational enterprises.
Keywords: Customer Relationship Management, CRM, Implementation
LNCS 5872, p. 484 ff.
lncs@springer.com
© Springer-Verlag Berlin Heidelberg 2009