tailieunhanh - THE PLANNING OF A CUSTOMER RELATIONSHIP MANAGEMENT PROJECT: REQUIREMENTS AND OPPORTUNITIES

Because every project needs a leader. Agile methodologies free the project manager from the drudgery of being a taskmaster thereby enabling the project manager to focus on being a leader – someone who keeps the spotlight on the vision, who inspires the team, who promotes teamwork and collaboration, who champions the project and removes obstacles to progress. Rather than being an operational controller, the project manager can become an adaptive leader – if she can relinquish her reliance on old style management. The basic phases of an. | THE PLANNING OF A CUSTOMER RELATIONSHIP MANAGEMENT PROJECT REQUIREMENTS AND OPPORTUNITIES Professor PhD Adriana OLARU Lecturer Alexandru CAPATINA Dunărea de Jos University of Galati Romania Abstract After a brief presentation of the aspects regarding the planning of a customer relationship management CRM project we emphasize the factors that assure the success of such an approach. In order to obtain the attended results an organization needs the best selection of the project manager and the most efficient teamwork which implies employees from the company s departments and also IT specialists. In the final part we made appreciations concerning the efficiency of a CRM project and the opportunities created by its implementation. Keywords customer relationship management project business strategies General considerations concerning the planning of a CRM project The planning of a CRM project supposes the realization of a real partnership between the top management of a company and its stakeholders those interests consist of the maintenance and the development of customer relationships. One of the most difficult tasks in a CRM project launching is the definition of the factors that assure its success. A research managed by Yancy Oshita Senior Manager of Oracle and Professor of Dayton University . emphasizes the main successfully principles of a CRM project 1 the ability of the CRM project manager to adapt its objectives to the global strategy of the company the integration of CRM technologies in the Enterprise Resource Planning ERP information system the instauration of a strategic partnership based on the multiplication of the interactions between a company and its customers the quick assimilation of the knowledge by the team project members that participate to training programs. The initial challenge that determines the implementation of a CRM project in an organization can be outlined in the following three situations. The general manager of a company reads a .