Customer Relations Management Case Study

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Instructions: Follow carefully

Read the attached case study (PDF document) and respond to the questions below.

  • Copy the questions and write your responses below each question.
  • Submit in the Write Submission box. Do not use the Comment Box.
  • DO NOT ATTACH a document.

It will be necessary for you to research CRM strategies and/or implementation in Russia to formulate your responses.

HINT: see the articles listed under References in the attached document.

Questions

Assume you are James Williams developing a presentation on CRM in Russia for the Board of Directors of AMIR limited:

  1. Identify strategies for the CRM project implementation.
  2. Identify reasons contributing to the failure of the CRM implementation at Mashkin.
  3. Discuss the current state of CRM practice in emerging markets using the example in Russia.
  4. What additional challenges might companies in Russia face in implementing CRM projects?
 
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