Implementing a CRM Tool. Effects on cost efficiency and profit efficiency when implementing a CRM-tool at the example of Hansaflex Hydraulik GmbH

      Аннотация: This book deals with the implementation of a CRM-tool at the example of Hansaflex Hydraulik GmbH and the impact that could arise on cost efficiency as well as profit efficiency. A further aim is to show hurdles and pitfalls when implementing such a tool, the huge costs that do not necessarily lead to an advantage and the problems in combining a CRM-tool with existing ways of selling and sales representatives. At the beginning there is a clear need to give a definition of the broad range of a CRM-tool including different types, software and approaches in general. Interviews with sales staff and management shall carry out the current situation and dominant methodology of collecting, saving and processing data of (potential) customers. In the end a summary, outcome and recommendation from an external point of view is given for Hansaflex Hydraulik GmbH considering advantages, disadvantages, problems and hurdles when implementing a CRM-tool as a basis for further arbitration.

Ключевые слова: Implementing a CRM-Tool, Cost Efficiency, Profit efficiency, hurdles and pitfalls, qualitative interview, sales representatives