UnitedParcelService(UPS)istheworld’slargest.docVIP

Customer Relationship Management (CRM) Presented By: Scott Hopper Monica Brooks Jessica Jetton  Table of Contents Executive Summary 3 An Introduction to CRM 4 What is CRM? 4 How Does CRM Work and How is it Useful? 5 CRM Market 6 CRM Vendors 9 Success and Failure 9 A Closer Look at CRM in the Shipping Industry: United Parcel Service 10 UPS Background 10 Decision to Implement CRM 12 Time and Budget 13 Challenges 13 Advantages of UPS TEAMS 13 Lessons Learned 17 A Closer Look at CRM in the Banking Industry: Royal Bank of Canada (RBC) Financial Group 19 Company Overview 19 R