Studierende: |
Gabriel Candrian, candrgab |
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Daniel Egli, eglidan |
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Mathias Jakob, jakobmat |
Betreuer: |
Walter Schnüriger, snuw |
This thesis was written in cooperation with SAP (Schweiz) AG. On the basis of the Customer Case <Feldschlosschen>, an evaluation of requirements in the Mobile Business segment was made. The goal was to assess the needs for a standard solution for a Customer Relationship Management (CRM) and to point out the benefit compared to a proprietary development.
On the basis of an analysis of the initial position and a requirement analysis two versions of a possible implementation procedure for mySAP CRM at Feldschlosschen-Getrankegruppe were developed. The first suggestion provides a full integration of all areas in a few steps and a short time span, the second solution envisions integration at a slower rate, coordinating the requirements of the individual areas. Both scenarios were assessed and compared by means of a value benefit analysis.
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Recommendation: gradual implementation according to requirements
An iterative implementation which is considerate of the user and business requirements proves to be the favourable option for an introduction.
This approach is developed in more detail together with an argumentation. The arguments for an integrated standard solution in CRM are predominantly found in <soft factors>. Although hard to specify, these factors can be vital for a market leader like Feldschlosschen-Getrankegruppe in the hard-fought beverage market.
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Integration primarily pays off in qualitative values
The integration of the various areas with customer contact allows a broad and optimized customer care. As a result, there is an increase in customer satisfaction and loyalty as well as in quality of the ascertained customer data.
We are convinced that an integrated standard solution pays off for Feldschlosschen. Outstanding customer service with competitive prices becomes more and more a unique selling proposition.
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