Customer Relations Management

Team III Project

CRM as an Enabler
Thomas M. Siebel (2001), Taking Care of eBusiness: How Today's Market Leaders Are Increasing Revenues, Productivity, and Customer Satisfactions. Doubleday: New York. 9.
In practice, an organization achieves these capabilities by deploying a seemingly integrated family of sales, marketing and customer service software applications across all channels: field sales and service, call centers, resellers, the Internet, and so on. This creates a "closed-loop" system of capturing, organizing and leveraging information about customers, prospects, and partners, so that every customer-facing employee and process operates from the same comprehensive store of logically centralized data: the right hand always knows what the left hand is doing.

We plan to present a case study of a CRM (customer Relations Management) application at Cassidy and Pickard. The project has been underway for the past 12 months. Chris Beccles, one of our team members, was an active participant in the research, design, development and implementation of the system. The idea behind it is to serve as a central knoweldge data base of corporate knowledge so that the company can maximize its contacts and make decisions about how to exploit them.

CRM Providers

Team Members