Study Document
New CRM System the Most Term Paper
com and their continual stream of new updates on key applications. This will be handled by the it teams and the users of the system do not need to have visibility into the details of this. When major new features are being introduced by Salesforce.com then formal application training will be completed to introduce features to the users quickly. Support internally will be handled by the it help Desk which will send two of their team members to San Francisco to be certified on Salesforce.com and its Force.com integration structure. The users only need to know the escalation path for their questions; none of these other factors are relevant to their needs.
Conclusion
The successful launch of any new CRM system relies heavily on how well project management gains support from users and most importantly, a champion in senior management (King, Burgess, 2008). Overcoming resistance to change needs to be the primary focus throughout the entire project plan and only information that will move the CRM system to higher adoption needs to be distributed. Avoiding scope creep is critically important to keep the project alive (Regan, & O'Connor, 2002) as is the development of cross0functioanl teams, as was shown in the text in the example from Astra Pharmaceuticals. The entire process will be more efficient due to SaaS-based applications being used than on-premise, which would take much longer to complete and be less agile in responding to users' needs as the system gains adoption in use throughout the organization.
References
Foss, B., Stone, M., & Ekinci, Y.. (2008). What makes for CRM system success -- or failure? Journal of Database Marketing & Customer Strategy Management, 15(2), 68-78.
King, S., & Burgess, T.. (2008). Understanding success and failure in customer relationship management. Industrial Marketing Management, 37(4), 421.
Regan, E, & O'Connor, Bridget. (2002). End-user information systems: implementing individual and work group technologies,. Upper Saddle River, NJ: Prentice Hall.
Shanks, G.,…
Sample Source(s) Used
References
Foss, B., Stone, M., & Ekinci, Y.. (2008). What makes for CRM system success -- or failure? Journal of Database Marketing & Customer Strategy Management, 15(2), 68-78.
King, S., & Burgess, T.. (2008). Understanding success and failure in customer relationship management. Industrial Marketing Management, 37(4), 421.
Regan, E, & O'Connor, Bridget. (2002). End-user information systems: implementing individual and work group technologies,. Upper Saddle River, NJ: Prentice Hall.
Shanks, G., Jagielska, I., & Jayaganesh, M.. (2009). A Framework for Understanding Customer Relationship Management Systems Benefits. Communications of the Association for Information Systems, 25(1), 1.
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