Benefits of CRM System Implementation: A Case Study of Marks and Spencer

KNOWLEDGE
EXCHANGE PROJECT

Topic
 To evaluate ways in which implementation of CRM system can benefit an organization.
A case study of Marks and Spencer.

Overview of chosen company
 Marks and Spencer is one of the largest British multinational retailer that was founded
in 1884 whose main headquarter is in London, England, UK.
 It was founded by Michael Marks and Thomas Spencer in Leeds. They specialise in
selling products like cloths, food products and home products. they have their stores in
more than 1460 locations globally.
 Out of which approximately 959 stores are in UK itself. So, it can be said that they are
majorly dependent upon market of UK. They have approximately 78,000 employees
working for them globally.
 They have been registered as one of the top most retail organization in London Stock
Exchange. But current situation of Covid-19 has impacted this organization and its
operations drastically as a result they had to cut down approximately 7,000 jobs after
August, 2020