Customer Relationship Management Program Case Study

Customer Relationship Management Program - Case Study Example Both companies before merger had well-developed Customer Relationship Management program according to their respective visions and the employees have trained accordingly (Dyche & Wesley, 185). After the merger, the focus was on coming up with a Customer Relationship Management system to satisfy the needs and demands of the employees and customers of both companies, while communicating the new brand philosophy and vision. In this regard, the company had to face and overcome different challenges and issues. The major issue was of establishing consensus on the values and vision of the Customer Relationship Management program. Implementation of the new Customer Relationship Management program demands extensive attention from the top management. In order to ensure efficient and effective implementation of the Customer Relationship Management system, the top management of the organizations should come up with appropriate plans and strategies. Most important step in this regard is to make sure that overall organization is ready for the implementation of a new Customer Relationship Management program. The organization should start with scanning the internal and external environment in order to identify any hurdle or resistance. Apart from this, it is essential to train and educate the employees about the new Customer Relationship Management system so that an understanding of CRM is developed. Implementation of the Customer Relationship Management program requires well-thought change management strategies so that the organization is able to minimize resistance and at the same time is able to take help from the supportive factors. In order to ensure successful implementation of the Customer Relationship Management program, it is important to identify important customers with whom the organization want to interact.