Manuel+Huber

Here is an updated version of my presentation. The topic title now changed to "CRM - Standardisation or Customisation?". Before it was "The impact of selected cultural differences on the implementation of CRM (=Customer Relationship Management)". My presentation will last for about 15min and will probably be structured as follows:

The first part of my presentation will be devoted to a brief definition of CRM and an illustration of a so called CRM implementation roadmap – giving you an idea of its successive steps. I will also draw your attention to the critical points that exist within the CRM chain – that is cultural differences among employees. (3 slides / 4min)
 * 1. Customer Relationship Management**

I will explain the connection between CRM and cultural differences between an organisation's country locations. Understanding the connection will bring me to the core of my presentation: Should elements of the CRM chain be standardised across all countries within an organisation or should some elements be tailored to specific local needs? (4 slides / 9min)
 * 2. CRM and Culture**

I will briefly summarise the key findings of the presentation and offer some options multinational companies have with their CRM. (1 slide / 2min)
 * 3. Recommendation and Conclusion**

1.1 ABC of Customer Relationship Management 1.2 CRM implementation roadmap 1.3 Implementation Challenges
 * 1. Customer Relationship Management**

2.1 People as critical factor for CRM 2.2 Dealing with cultural differences 2.3 CRM Standardisation vs. Customisation
 * 2. CRM and Culture**

3.1 Options for multinational companies 3.2 Conclusion
 * 3. Recommendation and Conclusion**

Please note: This is probably not the final version of my presentation. The topic CRM is a very complex one and I will do my best to give you all a good overview of it. I am happy for any suggestions and comments.

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