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CRM Implementation in Pharmaceutical Industry

Author: JiangBin
Tutor: JiangXingHao；ZhuYouMai
School: Shanghai Jiaotong University
Course: Project Management
Keywords: Customer Relationship Management Implementation of the project Range management Communication Management Stakeholder management Change control
CLC: F426.72
Type: Master's thesis
Year: 2011
Downloads: 20
Quote: 0
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Abstract


From last year to March this year , is responsible for the planning and implementation of a project of the LP pharmaceutical company CRM . The entire project process involves many of the points of the project management theory , is engaged in a project management professional learning valuable practice time . PMBOK discussed key management process of project management from the point of view , as the theoretical basis for a review of the project from the start to the finishing touches to the entire process , selected at all stages of management process to be highlighted in a typical significance : project background introduced , expounded CRM project start-up phase of the strategic significance of the project for the LP pharmaceutical companies work under review , the main focus of the preparatory work of the project and the overall planning framework project planning stage , that the determination of the scope of the project , the implementation of time to plan and risk control projects of business process research and analysis , focus on communication management and change control an important role in the CRM project summary of project implementation effect on project performance evaluation Prospects for further work , the recommendations of the LP company CRM system is the next step to deepen in the text the basic method of the application class IT project implementation , summed up such projects , especially some of the common characteristics of the CRM project and its implementation method , induction, achieved some results : ( 1) SaaS ( software as a service ) the mode of implementation of the CRM, the relatively limited IT human resources , time and money to focus on core business systems to achieve this node , effectively ensure the quality of project implementation , faster return on investment . (2) the use of the communication management model to the CRM project implementation of the project the most important stakeholders - sales staff communication management, improve their acceptance of the system , in order to protect the reliability of the system data , to avoid the project 's biggest risk. ( 3 ) reasonable use change audit mechanism for CRM implementation, change control , effectively preventing the project spread , to ensure the project is completed within the established time and scope in accordance with the normal progress . But also take into account the objective existence of uncertainty in the implementation of the project reflects a reasonable flexibility . I hope this article for a similar size , similar companies in the industry to provide reference for the implementation of CRM projects .

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