Customer Relationship Management ( Crm ) System Integration Essay

1563 WordsDec 20, 20167 Pages
The second risk associated with the outsourced program involves GlobEx order entry, billing, and customer relationship management (CRM) system integration. System integration proves to be risk for both GlobEx and the end-user data if activity is not processed as intended. To mitigate these risks, a system analyst in addition to a program manager will be assigned to the team to ensure that the workflow will work as intended. Customer Relationship Manager GlobEx will use the Customer Relationship Management (CRM) tool with the goal of attracting, acquiring, and retaining customers. The CRM will house data for three distinct records; 1) Existing Customers 2) Leads 3) Prospects. Existing Customers Customers that are already served by GlobEx will be accessible to the assigned sales professional and support team (leadership, business development representatives, program manager, and system analyst). Leads Leads will be generated through company’s website or from within the company which will be assigned to the appropriate sales professional and support team. Prospects The sales professional will enter in key information into the CRM as a baseline to start the customer relationship management process. CRM Information Salesforce has been selected as the business partner of choice for CRM software. The decision was made based on its reputation in the marketplace. Key features housed in Salesforce.com (SFDC) include the ability to manage contacts, opportunities, integrate
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