When attempting to introduce CRM to SBUs who happen to be in direct competition with each other for the same customers, it is best for the Corporation to
A)Implement CRM with the SBU that has the most profit potential
B)Phase the CRM initiative into one SBU first and the second later
C)Combine the two SBUs into one SBU
D)Induce cooperation between the two SBUs
E)Do nothing from a corporate standpoint and let the SBUs determine how to implement the CRM solutions

Question

Quizplus · Accepted Answer

It is best for the Corporation to induce cooperation between the two SBUs to prevent further conflict and minimize the risk of losing customers. This can be achieved by creating inter-departmental teams, setting common goals, and creating a culture of collaboration. Phasing the CRM initiative in one SBU first before the other or implementing it with the SBU that has the most profit potential may create further tension and favoritism within the organization. Combining the two SBUs into one may not be feasible or practical. Doing nothing may lead to the loss of customers to competitors who have already adopted CRM.

When Attempting to Introduce CRM to SBUs Who Happen to Be