1. What were the goals of installing CRM software?
2. A Siebel executive commented that the company’s CRM system does not fit the needs of all clients. He noted that the clients need to decide if they want an application or a tool kit. Research the term “tool kit.” Is Siebel’s CRM system an application or a tool kit? Explain why.
3. The bank’s president said that management learned a lesson, and that the $500,000 spent on the abandoned CRM system was tuition for that education. What would you have done in the first place to avoid this “tuition”? Use the three considerations as the foundation of your analysis.