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Mary Grace Mabunga
Student (MBA), United Kingdom
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What is the Impact of CRM on Organizational Performance?
What is the impact of CRM on organisational performance?
What are the bases of measurement and what other factors can be considered. Thank you.
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Welcome to the Customer Relationship Management best practices. The topic being discussed here is: "What is the Impact of CRM on Organizational Performance?".
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Dr. Sapna Dadwal
Professor, India
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Impact of CRM on Organizational Performance
CRM enhances the organizational performance in the following ways:
1. Enhancing the corporate stature of the organization
2. Increasing sales and profit of the organization
3. Enhancing customer satisfaction
4. Enhancing the life time value of the customer with the organization
5. Retaining old customers and acquiring new customers
6. Reaching new markets segments
To measure the impact of CRM on organisational performance the
- Customer satisfaction,
- Financial performance of the organization after implementation
- Effectiveness of the customer solution
- Increased life time value with organization, etc
are some bases to measure it.
Other factores in addition to these factors are the Return on Investment you're making on your investment in CRM and CRM information tecnology.
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Zwane
Consultant, South Africa
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Impact of CRM on an Organisation
By building the relationship with your customers and by understanding your customers from personal level upwards your or...
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Cockburn
Manager, United Kingdom
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Impact of CRM on an Organisation
Yes, but remember it's not only the system: surely you also need employees who use the system as a tool to deliver and m...
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Mary Grace Mabunga
Student (MBA), United Kingdom
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What Makes CRM a Success
@Cockburn: Understanding what really CRM is about contributes to its overall success in an organisation.
Researchers f...
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Jaap de Jonge
Editor, Netherlands
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How Top Executives See CRM
@Mary Grace Mabunga: good point. Probably CRM will have the biggest impact if it is viewed in the strategic visionary se...
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Mary Grace Mabunga
Student (MBA), United Kingdom
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CRM as a Strategy
@Jaap de Jonge (Editor): Companies implement various strategies and policies. CRM is one of those strategies as executiv...
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Mary Grace Mabunga
Student (MBA), United Kingdom
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CRM Impact on Organisational Performance
According to the literature, CRM effects organisational performance in the same way as employees effect customer satisfa...
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