Introduction of CRM software

The world’s first introduction of the CRM suite Sales and Service Software (CRM: Customer Relationship Management) at a leading manufacturer and service provider for solutions in banking and retail was the goal of the overall project with around 50 employees from seven nations.
My initial task was to create a concept and implement an individual solution that could not be implemented as standard. A short time later, I also took over the management of the sales sub-project. Time and budget planning as well as staff management made up a large part of my tasks. During the course of the project, I coordinated the points of contact between the departments: Customer, database administrators, programmers, service team, product development (USA) and support (England). The central functions of the CRM software went live at the end of 2001 and have been supporting the customer’s sales and service processes ever since. Other customer systems were subsequently integrated and country organizations were added.
The international team made the project an enriching challenge and showed that taking cultural differences into account is a crucial success factor.