Chapter 2 & Payne & Frow (2006)
Points possible: 15
This assignment is based on Chapter 2 (Baran & Galka) and the Payne & Frow (2006) article. Pick and answer three questions and upload your responses to the dropbox created for the assignment. One of your questions should be Q5, which relates to the Payne & Frow (2006) article.
For the discussion on the DB, pick one of the questions that you answered and copy and post that question and its answer to the DB forum.
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Order Paper Now1. List and discuss three areas that have contributed to the origins of CRM. Write at least 3 sentences about each area.
2. Discuss three of the reasons that companies are now undertaking CRM initiatives. Write at least 3 sentences about each reason.
3. List and discuss three barriers to the successful implementation of CRM. Write at least 3 sentences about each barrier.
4. Describe three of the key stages that you would go through in implementing CRM in a company that does not currently have a CRM strategy.
5. Payne & Frow (2006) propose a model of a successful CRM program that consists of four critical implementation components and five key cross-functional CRM processes. Describe EITHER three of the critical implementation components OR three of the key cross-functional CRM processes that they propose. Write at least 3 sentences about each critical implementation component or each key cross-functional CRM process.
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