The Deployment of Enterprise-wide CRM in HP - Essay Example

Further, the CRM deployment team did not try and have different software for different countries or product lines. Essentially, the CRM team ensured that the sales force wherever they use the same system because they believe that the customer experience is “universal”. This motto of standardization of point of contact experience and integration with the larger business drivers and objectives meant that the CRM system has been developed to address tomorrow’s problems as well and as the team puts it, they are in the business of offering “solutions”.

What could have been done differently is that the software could have been customized for certain product lines which have different customer experiences? Though the case explicitly mentions why this was not done, I do believe that top tier integration can go hand in hand with bottom tier customization which is essential in a globalized world economy where the ability to think global and act local is often the differentiating factor between global conglomerates.