This report provides a detailed CRM plan for the National Australia Bank (NAB), starting with an introduction to CRM and its importance. It includes a current state analysis using SWOT, highlighting strengths, weaknesses, opportunities, and threats. The report outlines specific CRM project objectives, focusing on customer information assimilation, profitability analysis, customer retention, and marketing efforts. The selection of Salesforce CRM suite is justified based on its capabilities and market trends. The report covers infrastructure requirements, pre- and post-CRM implementation scenarios, training, a timeline, and a budget. The implementation of Salesforce CRM is expected to improve customer knowledge, cross-selling, performance, and service quality. The report concludes by emphasizing the importance of cooperation, communication, and collaboration to remove silos and provide a 360-degree customer view.
![[object Object]](/_next/static/media/star-bottom.7253800d.svg)
