What led to the Vodafone CRM failure (main reasons)? How could they have prevented it? What is the role of a CRM system in building a better relationship with customers?BCO216 Management Information System Task

The main causes of the Vodafone CRM disaster (main reasons) What could they have done to prevent it from happening? Which CRM systems can help customers build better relationships? It is vital to have interoperability across different information systems. Vodafone’s plan to get it.
BCO216 Management Information System Project
Article
Certain keystroke and storage mistakes were committed by the company in its new customer relationship management platform. Due to this error, billing information and pricing data for customers were incorrect. Pay-as-you go consumers were robbed when they purchased credit for their phones. Vodafone failed to add that credit as required. Because of the malfunction in the information technology system, these consumers lost a total of £150,00 over the course of 17 months. Two fines were imposed on Vodafone after Ofcom discovered the error by the UK’s telecom regulator. First, a 3.7-pound fine was issued for pay-as you-go customers who had their money taken and not received any services in return. The other fine was for £925,000, and it was given because Vodafone provided a poor response to customer assistance inquiries. Vodafone knew that breaches had been committed by 2015 and paid any customers that could have been affected. However, the Vodafone brand was still affected by the incident. Cont…
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