The Effect of Customer Relationship Management Systems on Firm Performance

 More efficient performance; noted business process improvements  Positive financial impact  Better earnings forecast The Effect on Firm Performance

 Implementation decision to drive change  Increased employee engagement  Overall improved customer experience; a focus of retention Softer Considerations to CRM

 Change as a rationale to implementation  Change as a focus of implementation  Change leadership Driving Change

 Adoption of change requires change leadership  Early adopters flourish  The laggards… The People Factor

 Difficulty in measuring customer retention  Costs of acquiring a new customer vs retaining  Building customer confidence Customer Retention