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The Challenges of Global CRM
Doing business in multiple countries adds new challenges to social implementations.
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Since ISM was founded in 1985, we have helped dozens of global corporations develop CRM, social CRM, and social media initiatives. We are currently working with an aluminum industry supplier, an oil manufacturer, and a hotel chain on their global CRM implementations, and I want to use these companies to share some key issues associated with successful global strategies.
Global differences must be considered when implementing global initiatives. Companies must be sensitive to countries with different languages, currencies, financial statements, and data privacy laws. The oil company, for example, has set up different technical infrastructures to support differing data security laws.
It's a Small(er) World (Than It Seems)
At the end of the day, global similarities are far more common than differences.
While most global companies feel that their CRM functional requirements differ significantly across regions, at least 80 percent of global CRM requirements are common from country to country, and the remainder can be accommodated via configuration of the CRM software application.
Read the entire Barton Goldenberg article
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