Triggers of radical change
ConnectCom, a telecom company, has to upgrade its CRM (customer relationship management) software to have a better and efficient customer services and to abide by the instructions sent by PTA (Pakistan Telecommunication Authority). Previously the connections were being sold to customers without getting their detailed information, for which, customer database was not of critical importance.
Now, as per directions of PTA, ConnectCom and other telecom companies are bound to keep the record of customers' detailed information and CNIC copies at the time of SIM issuance as all of the telecom companies are supposed to implement PTA's instructions instantaneously. This order has enhanced the importance of customer databases and the effectiveness of CRM.
Discussion question:
In this scenario, the implementation of customer database and CRM in ConnectCom has been initiated by which of the radical change triggers? Discuss with proper reasoning.
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