| dc.description.abstract | The main goal of the study was to determine the challenges of implementing customer
relationship management (CRM) strategy in Nairobi City Water and Sewerage Company
(NCWSC). The study employed a cross section survey design where respondents were
interviewed at a one point in time study. The population of the study comprised
employees of NCWSC who included: the Managing Director, the Commercial Director,
the ICT Manager, Customer Relations Manager, Billing Manager, some Regional
managers and the support staff who were part of the implementation team and some users
in the commercial directorate. This was because these were the people with the best
insights on the challenges of implementing CRM strategy in NCWSC.The study mainly
used primary data which was information gathered directly from respondents by use of an
interview guide. The data collected was mainly qualitative hence content analysis was
adopted for data analysis; the findings were presented in prose. The major challenges
identified included: many employees were resistant to embrace new technology at their
places of work and stuck to the manual way of running operations i.e. change
management; few employees in essence knew what CRM meant hence appreciate the
concept to a less extent, the strategy applied by management was not effective hence
faced resistance and inconsistent and inaccurate customer data; inadequate skills of the
implementation team, data migration, knowledge transfer, and evaluation of the system
among others. From the study findings, the researcher recommends that the organization
should come up with specific mitigation measures to counter the challenges. As regards
future areas of study, a broad based study on the challenges facing effective
implementation of the CRM strategy and how it impacts on performance of both public
and private organization should be conducted. | en |
