Crm Implementation Failure At Cigna Corporation

CRM Implementation Failure at Cigna Corporation



1. Analyze the reasons bottom of the inning the unsuccessful implementation.


If someone studies thoroughly and analyzes carefully this case and its parameters, he would likely detect that the numerous pitfalls and problems that light-emitting diode the Cigna Corporation to much(prenominal)(prenominal) a failure, are located some(prenominal) in the preparatory and the execution stage of the CRM transition that the company initiated. Through such a double-sided perspective, the several minor or major sources of the inefficaciousness that the in the raw system generated can be further elucidated.

Thereby, at first, I would like to mark and analyze the reasons and the pitfalls that lie in spite of appearance the early, preparation and evaluation stage, where Cigna decided upon all the different aspects, conditions and involve of their overbold CRM implementation strategy. The problems at this point are bear from the very beginnings; the company seems to have made such a revolutionary decision in terms of significance and complexity in a rather sudden and quick way, bit we can claim that CRM isnt recognized and permeated as philosophy throughout the organization. It is clear that the company scored very low in internal CRM implementation before the top management created the new strategy.



To continue with, Cigna showed really poor performance when evaluating and planning for both the exists and the potential benefits of the low-construction program. On the one hand the cost of implementing the program was by far greater than expected (U.S. $1 billion) and on the other the company misconceived and misjudged the situation relatively to the forthcoming benefits and especially their timing. Cigna seemed to expect short-term pay-off, whereas naturally such CRM integration tactics can be successful only under a long-term basis; for example, their wrong assumption that the new systems would improve efficiency and reduce costs immediately led them to quickly begin laying off a boastfully number of...If you want to get a full essay, rear it on our website: Orderessay



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