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Question 472 - CSCP discussion

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Which of the following circumstances best describes a roadblock to implementing customer relationship management (CRM)?

A.
Lack of strategic alignment and integration within the organization
Answers
A.
Lack of strategic alignment and integration within the organization
B.
Limited defined industry standards
Answers
B.
Limited defined industry standards
C.
Deterioration of customer service levels
Answers
C.
Deterioration of customer service levels
D.
Increased access to information for supply chain partners
Answers
D.
Increased access to information for supply chain partners
Suggested answer: A

Explanation:

Implementing Customer Relationship Management (CRM) systems can encounter several challenges, with strategic alignment and integration being the most significant:

Strategic Alignment: Without aligning CRM objectives with the overall business strategy, the CRM implementation may not effectively address the company's goals and customer needs.

Organizational Integration: CRM systems require seamless integration across various departments (sales, marketing, customer service). A lack of integration can lead to fragmented data, inefficiencies, and poor customer experiences.

Cultural Resistance: Employees may resist changes due to a lack of understanding or fear of new technology, further hindering successful CRM implementation. These challenges highlight the necessity of a cohesive approach where strategic goals are clearly defined, and all organizational units are involved in the CRM process.

Reference:

'Challenges in Implementing CRM Systems' - Harvard Business Review

'Strategic Alignment in CRM Implementations' - Journal of Business Research

asked 16/09/2024
Mathieu Alingum Nubee
39 questions
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