Case Study Analysis – Technology Planning and Implementation
Referring back to the The Rock Insurance Company Case Study, do the following:
1. Review the 12 steps (page 73) associated with Implementing a Social CRM plan. Identify the biggest challenges for The Rock in implementing this plan. On page 77 the author states that people are the biggest problems associated with implementing a plan. From what you have learned and what you have experienced, why do you think he made this statement?
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2. Address the following: Planning, implementation and people; outline your approach to selecting a vendor for a software solution which would meet The Rock’s needs. (Specifically review the questions and processes on pages 92-110)
3. Define and analyze Business Processes and why they are important. How do you evaluate the level of success in the implementation of the Social Media Strategy? (contemplate, navigate, calibrate)
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