Chapter 9, Problem 15CSQ

Explanation of Solution

Celcom’s solution to the problem:

• To provide a new customer management system the company chose “Oracle” as the primary technology provider.
• The company was in need of the complete suite for managing the customer relationship management, tool which would aid in the support of the multi-channel and cross channel marketing efforts.

People issues that is to be addressed:

• Old chief executive officer was been fired and hired a new one.
• The company tried to get employees for being invested with the new system such that it ensures that the process is being aligned with the business process.
• The sales and marketing representatives managed the technology selection committed by ensuring whether the people outside of the Information technology were making case for the project.
• The groups of business advocates were charged by the reasons that are most important for the staffs of the business...