Why it was or was not a success in terms of cost, schedule, quality, and performance
The implementation of a customer relationship management (CRM) ERP platform at the bank was successful in terms of cost, schedule, quality, and performance. According to Lindgreen & Antioco (2005), CRM is critical in the banking sector as it helps banks easily reach and serve their customers. From the case study, it is clear that before implementation of CRM the bank had a small customer service department with poorly trained employees. This was highly inefficient since there was a long waiting time for customers to contact customer support of about 20 minutes (Blery & Michalakopoulos, 2006). In turn, this led to long ...