Management Information Systems: Managing The Digital Firm -- Student Value Edition (16th Edition)
Management Information Systems: Managing The Digital Firm -- Student Value Edition (16th Edition)
16th Edition
ISBN: 9780135191927
Author: Kenneth Laudon, Jane Laudon
Publisher: PEARSON
Expert Solution & Answer
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Chapter 2, Problem 1IQ

Explanation of Solution

 Customer Relationship Management (CRM):

  • CRM refers to strategies, practices as well as technologies that companies use for managing and analysing customer interaction and data.
  • It has the aim to improve customer service relationships.
  • It assists in customer retention and driving of sales growth.
  • It helps to compile customer data across different channels.
  • It denotes contact point between customer as well as company.
  • It includes the website of company, marketing materials and social media.
  • It can give details on personal information of customer, purchase history, buying preferences and concerns.

Explanation of Solution

 Working with Salesforce.com:

  • Yes, the experience of working with “Salesforce.com” is present.
  • It offers primary enterprise within sales force platform.
  • It provides a boundary for case management as well as task management.
  • It can help to route in addition to escalate important events.
  • The products run in the cloud and it does not need set up costs.

Explanation of Solution

 Usage of the system:

  • The system is used to buy commercial applications of social networking.
  • The analytic tool for marketing is been purchased by the system for business.
  • The business app is created and improved by “Salesforce.com”.
  • The mobile apps, service, sales and analytics are included in its platform.

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