Question

Coles Company Potential issues with implementation and integration into MAS for Customer Relationship Management System

Answer 1

The integration into management accounting system for the customer relationship management is expected to throw certain challenges in its implementation:-
1) The customer relationship management and the management accounting system are two different IT systems and thus interfacing them smoothly is a challenge.
2) The management accounting method would entail capturing financial metrics such as profitability of customers, cost of customer acquisition and life time customer value etc. while the CRM is more concerned with addressing the requirements of the customer and thus a handshake between maintaining profitability while continuing to delight customers would be needed.
3) Functional co-ordination between marketing and finance functions would be required to ensure a smooth rollout.
4) Objectives and strategies of the organization needs to be firmed up and be clear to have the desired impact of the integration of the management accounting system with CRM