Exploring the ULs’ expectations for a CRM system

Choosing the right CRM system for an organization is challenging, which is why prior to the acquisition, precise CRM system requirements and specifications should be defined to support decision-making. One of the aims of the project was to provide CRM system requirements specification for the ULs. To explore the needs and limitations of the ULs, an online survey was used in this project.

Customer relationship management (CRM) can be defined as a strategic approach that aims at creating shareholder value through developing relationships with key customers and customer segments. It unites relationship marketing strategies with IT systems to create profitable, long-term relationships with customers and other key stakeholders. A CRM system provides enhanced opportunities to use data and information to understand customers.

Choosing the right CRM system for an organization is challenging, which is why prior to the acquisition, precise CRM system requirements and specifications should be defined to support decision-making. One of the aims of the project was to provide CRM system requirements specification for the ULs. To explore the needs and limitations of the ULs, an online survey was used in this project. All in all, five ULs submitted their responses, providing valuable insights and data concerning their CRM system wishes and needs. Based on market research and the survey results, the CRM system requirements were defined, and are categorized into functional, technical, quality, cost, and security requirements. The requirements are presented in detail in the project report.

The survey revealed that the ULs are not a homogenous group but a collection of organizations in different countries with, for example, different resources and limitations, and thus have different needs and requirements for the system. However, there were also similarities in their requirements. For example, concerning technical requirements, an organization with limited marketing expertise might benefit from an intuitive system that is easy to use and requires very little training. In the induction stage, concerning functional requirements, a simple system with basic functions and features is recommended. However, a good system is flexible, customizable and can be extended and upgraded in the future. The key functional aspect for the ULs is also keeping track of the customer data that the system collects, stores, and organizes.   

An important notion in this business context is that the system must reach the highest security standards due to highly confidential data, and thus the security requirements are a key factor in the selection of a CRM system for all ULs. The security aspect should be taken into consideration, for example, when choosing between a cloud-based service and an in-house solution. This choice also affects the quality requirements, suggesting that the system should be acquired from a reputable partner. Regarding cost requirements, we can also recommend that the system is reasonably priced.

Considering the different needs and limitations of the ULs, the system requirements defined in this project serve as a starting point for the acquisition of a CRM system, but each UL should re-assess the requirements from their perspective. The number of different CRM systems in the market is both a blessing and a curse; on the one hand, it might be difficult to choose a system from the cornucopia, but on the other hand, there are many good alternatives in the market. Whichever system a UL decides to adopt, it is essential that the organization commits to using the system to reach its full potential. It is also important that the organization names a person in charge of the system and makes sure that the employees using the system are trained. In addition, informing the UL customers about the system can be seen as a positive sign; adopting a CRM system shows that the organization cares about its customers, is willing to invest in customer relationships, and wants to take its customer relationship management to the next level. 


OCTOBER 3, 2021

BIG DATA and global underground laboratories

In the EUL project, we develop better customer management and marketing processes for the partner laboratories and enhance the discovery and usability of the created online platform.

SEPTEMBER 9, 2021

Lessons Learnt: Baltic Sea Region Common Identity

There are quite a few ideas, thoughts, lessons that you get as working in a transnational project team. The Baltic Sea Underground Innovation Network (BSUIN) project gave us a great opportunity to learn more about the common identity and differences that we have around our Baltic Sea.

SEPTEMBER 9, 2021

EUL Innovation platform V1.1: implementing updates

One of the main aims of the EUL (Empowering Underground Laboratories Network Usage) project is to test and develop the EUL Innovation platform and to make the tool into a more user-friendly and more purposeful direction for the potential customers and the underground laboratory managers to use. To achieve it WP2 team with its leader Jose Garcia de Real organized interactive workshops to gather ideas on how to make it possible.

JUNE 6, 2021

Lessons Learnt: Actions towards the more sustainable Baltic Sea region

Baltic Sea Underground Innovation Network (BSUIN) project partners worked together to achieve the main targets of the project. At the same time we all gave our input to the Interreg Baltic Sea Region Programme 2014-2020 goal to support a more sustainable Baltic Sea region.

MAY 19, 2020

Study of natural background radiation in Callio Lab (Finland)

The Callio Lab is one of the six underground laboratories participating in the BSUIN project. The natural background radiation (NBR) measurements were performed in Callio Lab (located in the Pyhäsalmi Mine (Finland)) in July 2018 by a group from the University of Silesia, Katowice, Poland. The NBR measurement carried out at a depth of 1436 m (~4000 m w.e.) in the felsic volcanic bedrock occurs.

MAY 19, 2020

Open Day in Partner Institution – Institute of Physics, University of Silesia (Poland)

The BSUIN project was presented during the Open Day in Institute of Physics, University of Silesia (Poland).

MAY 14, 2020

Interview with Mia Pujol on intelligent lightning in underground conditions

The European Geoscience Union General Assembly 2020 was this year converted into EGU2020: Sharing Geoscience Online (#shareEGU20). The online program was held from 4th to 8th of May with inter- and transdisciplinary sessions, disciplinary sessions, Union symposia, and great debates. Short courses and other events took place in different formats.

OCTOBER 30, 2019

BSUIN project – great example of EU & Russia collaboration

Forum Strategov 2019 took place in St. Petersburg on 28.-29. of October 2019. In this event, separate part has been dedicated to the Baltic Sea region projects, seminar dialogue “The Baltic Sea Region: Russia-EU Transnational Cooperation Results and Perspectives” where Baltic Sea Underground Innovation Network (BSUIN) project was one of the examples of EU & Russia collaboration.

JUNE 17, 2019

Interview with Mia Pujol on intelligent lightning in underground conditions

Mia Pujol wrote her thesis on the topic of ”Lighting at the End of the Tunnel-The Design of Adaptive and Intelligent Lighting for an Underground Workspace”. She chose the research question with the determination to not fall into the trap of just formulating a very complex research question. ”When the topic of a thesis is as unique as mine is, there is often the tendency to over-complicate”, says Pujol. She thinks one of the most important things to achieve is to make the lighting accessible to a large number of people.

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