CRM evaluation is a cyclic process in CRM implementation

The final phases of CRM reimplementation in business comprise of project implementation and CRM evaluation performance. After the completion of CRM strategy formation, project foundation and choosing the right partners, businesses should focus on its final implementation and evaluation. It is the most crucial parts of the CRM implementation steps (Buttle, 2013). As the efforts and plans put so far in planning, the CRM is tested for its feasibility. During project implementation, tasks are carried out and the progress information is reported. It is only after the implementation phase that a CRM project becomes ready for closure.

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SCM evolution and it’s driving factors

The previous article introduced the concept of supply chain management (SCM) and its vital elements such as inventory management and reverse logistics. Understanding SCM involves consideration of a wide range of dimensions. Wolf’s (2011) definition of SCM is the most relevant in this regard. According to Wolf;

“it is the design, planning, execution, control, and monitoring of supply chain activities with the objective of creating net value, building a competitive infrastructure, leveraging worldwide logistics, synchronizing supply with demand and measuring performance globally” (Wolf, 2011, pp. 222).

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A suitable partner selection to validate CRM implementation

Customer relationship management (CRM) is an approach to manage a business’s relations with both its current and potential customers. In the previous study, it has been discussed that companies go through five different phases to improve their customer relations. Having built the CRM project foundations, the next phase involves the specification of needs for the CRM and selecting the right suitable partner in conduction of CRM (Buttle, 2013). The importance of this phase lies in the fact that it involves activities such as process data review and gap analysis, initial technology specification and request for proposals.

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Nonprofit organizations were among the very first users of CRM

CRM remains used to house constituent data in a single place for cultivating, engaging and expanding constituent communities (Mouyabi, 2015). According to Buttle, (2013) CRM involves using the tool for providing the solution for management of relationships by nonprofit organizations and educational institutions. On one hand, the CRM usage in businesses evolved fast, whereas CRM in nonprofit organizations evolved slowly.

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CRM project foundations before implementing a new strategy

As implicated in the previous study, CRM implementation and integration into the objectives of a business comprises of 5 important phases. Building CRM project foundations are the second phase of the process (Buttle, 2013). This phase comprises of various activities for CRM project design and planning process.

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Understanding different elements of the Gartner’s CRM model

The Customer Relationship Model (CRM) model developed by the market research and consulting firm, Gartner Inc. is known as the Gartner’s CRM model. Gartner is a global consultancy company headquartered in Connecticut, the USA has more than 5700 associates 1400 research analysts and consultants (Grazdane, 2013).

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How Payne’s Five Process model can help to improve CRM?

Payne’s Five Processes Model helps to improve Customer Relationship Management (CRM) which makes acquisition and retention of customers a priority. It includes processes that can help to build and maintain relationships with customers. The model was established by Adrian Payne and Pennie Frow in 2005 to identify and assess processes relevant to CRM.

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Understanding the different elements of the QCI model

The Quality Competitive Index (QCI) model is a type of customer management model. According to this model, a business needs to perform certain tasks that help in acquiring new customers and retain old customers (Starkey & Woodcock, 2002). The model is very different from other CRM models as it focuses on customer ‘management’ rather than relationship building. ‘Customer management’ means giving importance to impulse buyers.

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