1. Which of these is a step in developing a CRM strategy

a. Gain enterprise-wide commitment b. Build a CRM project team c. Analyze business requirements d. Define the CRM strategy e. All of the above

2. Enterprise-wide commitment includes____________ a. Bottom-up management commitment b. Top-down buy-in from system users c. A dedicated full-time project team d. Budget allocation for the first part of the solution e. All the above

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Finance department members of the CRM project team can provide critical analyses of the proposed CRM strategy with respect to decreasing sales productivity operating cost costs of system reduction o historical ROI Why do CRM implementation projects fail? Assumption that CRM is a tool that is not able to fully manage customer relationships for you Implementing CRM after having a CRM strategy SP Poor match between CRM system and organizational processes SP o High actionability of the information The formula for Return on Investment calculation is: 2. Profits/Investment X 100% Sales/Investment X 100% 4. Revenues/Investment X 100% O Cost/Investment X 100%