What benefits and value can CRM create in a decentralized organization and what functionality should a suitable CRM system offer?
Empa is the ETH interdisciplinary research institute for materials research and technology. In line with its mission “materials and technologies for a sustainable future”, Empa develops innovative solutions for urgent challenges in the fields of energy, environment, mobility, health and construction technologies.
For over 30 research departments, the topic of CRM has a different significance; consequently, they approach their stakeholder support differently. To examine what significance CRM could have in a primarily academic organization, BMQ Partners was allowed to conduct a needs analysis.
Qualitative interviews and a quantitative survey were used to determine the benefits of individualized contact management and the systematic use of contact data for research departments on the one hand, and support departments and management on the other .
The findings were recorded in a report and presented internally. In addition, use cases were derived that serve to optimize the CRM solution and processes.
Dr. Michael Hagmann, Head of Communication, Empa
