Case Name :      IIF and QuaTeams Creating a Custom CRM

Authors :           Nicole R.D. Haggerty, Jordan Mitchell, Matt Woerner, Yulian Zhang

Source :             Ivey Publishing

Case ID :            904E30

Discipline :        General Management

Case Length :    22 pages

Solution Sample availability : YES

Plagiarism : NO (100% Original work)

IIF (Institute of International Finance) was eight months into the customized development of a customer relationship management system (CRM) by a small software development firm, QuaTeams. IIF, a member organization, wants to replace its current CRM, an Access database, by integrating member information from different departments: economic research, membership, events, and finance. In addition, it wants to be able to handle the growing number of members and track the interactions between its staff and membership. With two months to go before the scheduled launch, both sides must make decisions to overcome the remaining technical hurdles with the database and security. The IIF must also consider implementation issues and think of creative ways to use the CRM system once it is operational.