How would a CRM strategy have to change to satisfy a multinational organisation and what would the problems be? Luisa
I can't claim to be an expert on multi-national CRM implementations.
I've worked peripherally on a couple (one in Banking, one in Travel), and the key issue seems to be how to get benefits from a common approach across the different countries, whilst providing enough flexibility to cope with local country culture, legal differences, etc.
If you are seriously interested in this topic, there is an Institute for CRM (iCRM) somewhere in the USA (I don't have details to hand) whose principal (again, no details to hand) specialises in CRM for multi-nationals.
If you're intersted but can't find the Institute via the WWW, then email me and I'll try and resurrect contact details for you.
Richard ForsythThe CRM-Forum
I've worked on a number of CRM multi-national projects and they are not always the most easiest thing to do and depending on the complexity may be quite lengthy and costly.
In general, a few things you will need to be aware of:1) Budget - keep to it. Set the expectation right at the beginning that not all countries will get everything from their wish list.
2) Try and keep the model as generic as possible. Trying to satisfy all countries will make the project more costly and lengthy.
3) Make sure that you have a "champion" in each country. This is invaluable.
4) Have regular sign-off and review events in your project for each country.
5) Make sure that you have a comprehensive training programme upon completion.
There are many other elements which I can't list here. But in general - set the expectations at the beginning, keep it as simple as possible, and keep an eye on that budget!
Best RegardsJohn O'Keeffe