Global Issue: New Information Technology Initiatives
Introduction
This paper aims to suggest three new IT initiatives for the company. It defines the term and presents the key concepts for each initiative. It discusses the advantages of implementing these initiatives, identifies the challenges, and suggests vendors who could help implement these initiatives in the company. The 3 initiatives are customer relationship management (CRM), business intelligence (BI) analytics, and agile development methodology. CRM helps in understanding everything about the customers, including their business challenges, current use of products (both ours and competitors), and future plans; BI helps to increase the organizational knowledge beyond collections of
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The main user expectations include ease of use (low training time), ease of customization, work seamlessly with other software in the company, data security and protection, and availability on different devices including PCs, notebooks, tablets, and smartphones (Levdikova, 2017). Successful CRM solutions should be niche-based, able to address specific business needs, scalable with organizational growth, and cloud-based with enhanced document control, increased collaboration, and high data security. Other desired features include interaction notes, file sharing, real-time sharing, invoicing, dialing capabilities, email integration, and third-party integrations (The Best CRM Software of 2017,” n.d.).
Advantages of implementing a CRM. A good CRM allows a company to have good data management, intra-team workflow, and communications integration, multilingual interface for international operations, marketing campaign automation, pulling customers-related information from social media, and BI analytics for deep insight into business trends and performance results, as well as targeting groups for notifications according to the contacts’ interests and share notes about customer interactions across departments, thereby increasing efficiency (“The Best CRM Software of
CRM systems consist of history purchase and information of customers. It can help track customer more easily. It can reduce the process time and increase productivity.It will resist the activities of competitors attempting to attract customers’ patronage. Customers will loyal and would not switch
From an organizational and profitability standpoint, an efficient, easy to use, and unified CRM system, captures all key and critical data from sales and marketing to commercial operations, all the while focusing on sales process, sales efficiencies, and increasing sales, all contributing to the bottom-line profitability of the organization. Data has proven that CRM platforms increase the productivity and profitability of individual departments and subsidiaries, these same platforms and characteristics will have the same ramifications on a larger scale organization, especially an organization that spans the global footprint, such as
The reason why the company looked into implementing CRM software was because the sales cycle of the company was being adversely affected by integration capabilities and the absence of the latest technology. The management could not take effective and efficient decisions about the company problems with the absence of real time information which could be made available through CRM. The company then decided to implement Microsoft Dynamic 2011 after conducting an evaluation process and the software was implemented
Adding to their notes, they said that CRM offers customization, simplicity, and convenience for completing transactions, regardless of the channel used for interaction. Sumner (2005) share their idea. The main characteristics he distinguished
* The CRM systems helped the company in differentiating its service as well as optimizing some of the activities which lead to the reduction in operational costs. For eg. OnQ Reservation used data from the CRM, allows the agent to access callers’ personal dossier and update their preferences. This helped in reducing the call time as well as promoted the cross selling. Another example is having information prior to
Using a CRM program is an effective tool to track of core customers’ needs and wants then individualize those needs with your products and services that match those needs. Moreover, the CRM program can keep track of contact,
The new Customer Relationship Management (CRM) will build a connected, collaborated, and integrated customer facing organization. CRM will have simplified features and a utilize cloud technology to support multiple departments within the organization. CRM users will be able to:
The rise of the Internet and E-CRM has boosted the options for self-service activities. A critical success factor is the integration of such activities into traditional channels. CRM activities are mainly of two different types:
In order to establish a suitable CRM system and increase the success rate, understanding CRM processes is especially important. Building CRM system, there are many works need to do(). Firstly, the target customer market should be identified. Different customer strategies are focused on different target customer markets based on their profitability. Then, firms set customer objectives, for example, acquire customer satisfaction and loyalty. After that, the leaders and managers should support and commit the implementation of a CRM system. At the same time, when companies change their targets, a plan about changing
It’s very important to a business to have good customer relationships; CRM Software’s main objectives are to attract new customers while maintaining and satisfying their current customers and trying to win back the trust of former customers. Customers are one of the most important variables for a business owner to pay attention to, when trying to create a profit. Customer Relationship Management software keeps track of customer information to help the company maintain a strong relation with the customers. Good CRM Software brings together information from all databases within a company and gives
Customer Relationship Management (CRM): Customer relation management (CRM) is a cross functional enterprise system that computerizes numerous customers serving form in direct marketing, sales, customer service and accounting management. CRM allows a company to distinguish and focus on their best customer so that they can be held as a loyal customer for a longer period of time.
For companies planning to adopt CRM, there are 400 systems to choose from including products from Siebel, Vantive, Clarify, SalesLogix, Baan and many more (CIMA, 2001, p. 1). For a company to decide which system it should implement, there are several things need to be considered. According to the (Gillin, P. 2007), a business executive should think about the Business Structure, Business Adoptability, Features and Customization and External issues. The top five CRM software are Salesforce, InfushionSoft, NetSuite CRM+. RelateIQ andMhelpdesk (Ivey, 2014). Salesforce first introduced cloud based CRM in 2007 and became a cloud computing giant in 2014. A more fierce competition between CRM providers could be seen in the near future. In this way, companies would be benefit because they can have multiple choices due to a highly active market.
CRM systems are customer relationship management platforms. The goal of the system is to track, record, store in databases, and then the
CRM systems can be used to deliver personalized services to users to develop long standing and advantageous to customer relationships. This personalization includes effective use of resources like filtering information to users, personalizing services to customers ,based on customer purchase history sales creating chance to cross-sell related services This approach to personalization offers immediate services and user interfaces and execution of multiple tasks remotely
Customer relationship management (CRM) is widely implemented and centralized system which offers a place for interaction under a company. An employee can handle again the repeated problem which occurred in the past by re-investigate it. Besides, CRM provides a place to identify what customers wants. Employees can track customer’s expectation by their feedback and communication that can improve their buying experience and stay interact with customer in order to understand their true needs.CRM also has ability to let the company see the customer interaction in clear picture. Different customers from different segments require different products and services, but this complex situation can handle well by CRM. Furthermore, CRM provides quality and efficiency system in the company management that helps company achieves their success by building long-term customer relationship.