IT Project Implementation (CRM Solution)

Subject: Consumer Behavior

Paper Model: APA

Paper Type: Research Paper

Total Words: 1417

Document Outline

Introduction

Case study organization and background


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Introduction

This report analyzed challenges and success factors for Abu Dhabi Commercial Bank after implementing CRM solution for providing better services to clients. ADCB contracted with Infosys for implementing this program. Bank was facing many challenges and to reduce and fix those challenges it implemented CRM solution in business. Implementation strategies are discussed and success factors are analyzed. (Infosys, 2010)

Case study organization and background

Abu Dhabi commercial bank is operating in United Arab Emirates. It is providing corporate, retail and commercial banking services. This bank was established in 1985. Its mission is to develop long lasting relationship with customers. It provides innovative services and products to customers. This case study provides analysis of Oracle Seibel CRM solution that was implemented by bank to increase its customer’s satisfaction. In order to increase its services of customer’s relationship this bank implemented Oracle Seibel CRM solution. For purpose of increasing customer’s services, ADCB contracted with Infosys. Infosys provided it CRM solution to increase customer’s retention and satisfaction. Infosys is global of providing technology, counseling and outsourcing services globally.

 It provides business and IT solution for Corporations. In this report, I analyzed factors that resulted in success of this project as well as challenges faced by company. CRM projects have many advantages and benefits but these also require careful planning during and after implementing. Proper planning and resources should be used to increase loyalty of customers.  I also analyzed result of this software in progress of organization and it increased satisfaction of customers. This software was designed for all customers in order to increase their communication with different departments.  It enabled bank to increase its return on investment. There were benefits that company enjoyed after implanting customer’s relationship management software. Satisfaction of customers increased due to availability of equal services across different channels. It increased speed of services. It also increased volume of customers. It also helped in tracking past customers. Primary objective of this software was to increase campaign of marketing.

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