Financial CRM

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Case Prompt

Your client is a big financial services company in Germany that just implemented a Client Relationship Management (CRM) system. Its intention is to provide the leadership with a real time view into the organisation’s sales channel.

Before the introduction of the CRM system the sales teams have maintained the client sales information in separate Excel spread sheets. This made it very complicated for the managers to have an overview of the latest information.

At the end of the fiscal year, all sales teams have to migrate their sales data into the new system. They want our advice regarding the necessary change management.

Sample Structure

I. Background - Question 1

1. Who are the stakeholders and how would you communicate the change to them?

II. Issues - Question 2

2. What could be other issues and how would you solve/address them?

III. Evaluations - Question 3

3. How would you measure the success and what could you possibly do if management resists the change?

IV. Conclusion - Question 4

4. What is your final conclusion/synthesis of the provided information?

Further Questions

Assume the system was implemented WITHOUT change management and it failed (was not adopted).

The team wants you to save the project.

What would you do?

Note for Interviewer

More questions to be added by you, interviewer!

At the end of the case, you will have the opportunity to suggest challenging questions about this case (to be asked for instance if the next interviewees solve the case very fast).

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