1. The implementation of the CRM is now in disarray. Identify the problems in the acquisition and implementation process that may have contributed to this state of affairs. Why did these problems arise?
2. The Analyst Felix Chan spent half an hour quite specifically describing customer record and data issues. Outline the problems you think he might be facing with customer records and data and why these might exist. How might these problems be addressed? What difficulties might be experienced in trying to fix them?
3. Sarah is anxious to find a solution to the problems with implementation of the CRM system. You explain that the implementation problems stem from problems with the acquisition as well as the implementation process. Explain and justify a process that you believe would lead to the more successful acquisition and implementation of a packaged CRM application in the Professional Services practice at ICS in the future.
