...Dynamics CRM CASE 2 VIDEO CASE Systems SUMMARY: Evolution Homecare used Microsoft Dynamics CRM to improve delivery of its home health services. Benefits have included productivity improvements, enhanced inventory management, better resource planning, and more effective reporting. L= 5:14 URL http://www.youtube.com/watch?v=JgCz9tfcXV0 CASE For people with serious illnesses, many procedures must be performed in medical facilities like hospitals and skilled nursing homes. But it is also possible to deliver medical-related services in a home setting using a home health-care service. In most cases, it is much more economical to be treated at home, and recent studies show that patients receiving healthcare services who are surrounded by their family and friends make faster progress. Home health care may include skilled nursing in addition to speech, occupational and physical therapy. It also includes monitoring the patient’s prescriptions and sometimes assistance with household chores. In the United Kingdom, Evolution Homecare is a leading provider of home health-care services, with special expertise in the supply and administration of critical medicines to patients in their homes. Evolution Homecare is part of the Celesio Group, which is one of the leading trading companies and service providers within the pharmaceutical market worldwide. The company services the entire United Kingdom. continued Chapter 9 , CASE 2 EVOLUTION HOMECARE AND MICROSOFT DYNAMICS CRM 2 Evolution’s...
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...Table of Contents Section Title of Section Page(s) I. Executive Summary 2 II. Brief History of Microsoft Corporation 2 III. History of Microsoft Customer Relationship Management Software 3 A. Timeline 3 B. Additional Information on MS-CRM Dynamics 2011 3 IV. Common Business Issues 3-6 V. Proposed Solution 6-7 VI. Recommendations for Executive Committee 7-8 VII. Attachments 8-15 A. References 8-9 B. Supplemental Materials 9-15 I. Executive Summary Especially true in today’s global economy, time is money and cost is the most volatile aspect of management. Efficient software solutions are an integral aspect of forward-thinking organizational management. The top competitors to Microsoft in the Customer Relationship Management (CRM) sector are Oracle and SalesForce.com. This document will analyze deploying Microsoft’s CRM solutions in any company wishing to maintain a competitive advantage in the current economy and technological realm. II. Brief History of Microsoft Corporation As can be read in an analytical Excel document we created in August of 2011: In 1975, Gates and Allen form a partnership called Microsoft. Like most start-ups, Microsoft begins small, but has a huge vision—a computer on every desktop and in every home. In June 1980, Gates and Allen hire Gates’ former Harvard classmate Steve Ballmer to help run the company. Starting with a new operating system named "MS‑DOS," their hard work revolutionized daily office work into what will eventually...
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...ProLiant ML350 GEN 8 B. 140 HP Z230 Workstation Computers C. 12Motorola Mc9190-Z RF10 Readers II. Software and Applications A. Microsoft Dynamics AX (ERP) B. Microsoft Dynamics CRM (CRM) C. PBL Scorecard (DSS) III. Security A. Wireless MAC Authentication B. IDS C. Network Access Control (ADS) Riordan needs to ensure that the new system integrates procedures for collecting, storing, maintaining, retrieving and validating data that flows in the organization. The proposed system will streamline departmental procedures and actions while keeping accurate data from the warehouse, personnel, payroll, HR, and all other departments. I am proposing that we replace the existing servers at all four locations and install 3 HP ProLiant ML350 GEN8’s at each location. One server at each location will be used as a backup in case of outages or maintenance. We will also replace all of the end user desktops with HP Z230 workstation computers. This will ensure that everyone will be using the same hardware and software to simplify training and repairs by the IT department. We will also be purchasing 12Motorola Mc9190-Z RF10 Readers for the warehouse and shipping departments as well as Android based tablets for traveling sales people. Our software choice will be a Microsoft packages. There is a separate package for our CRM and ERP. We will also implement a DSS system provided by PBL...
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...TOP 40 2011 Edition CRM SOFTWARE VENDORS REVEALED Profiles of the Leading CRM Software Vendors For more information, visit Business-Software.com/CRM CRM Solutions For businesses of all sizes, acquiring, retaining, and supporting customers is more challenging than ever before. Activities that were already complex have become highlycomplicated, multi-faceted workflows and procedures that are difficult to coordinate, track and manage. Marketing teams must plan and develop an increasing number of sophisticated campaigns, and deliver them through multiple mediums. Sales reps must follow-up on hundreds of new leads, while juggling existing sales cycles. Support staff must rapidly resolve a growing volume of customer problems and issues. And, management must oversee customer-facing operations across all departments, and ensure that all client interactions are handled in a responsive and professional manner. Customer relationship management (CRM) systems has emerged as a way for businesses to streamline customer-related processes across functional areas, increase the efficiency and effectiveness of customer transactions at all levels, and optimize service quality at each touch-point. Within the CRM world, there are many types of solutions, each having their own flavor, and each meeting different business needs. What is Enterprise CRM? Enterprise customer relationship management is a family of tightly-integrated applications that span both front- and back-office operations...
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...The Magic CRM of Macy's, Inc. Natalia Lawson University of Phoenix Information Systems Fundamentals CIS/207 Byron L. Kizzie February 4, 2013 The Magic CRM of Macy's, Inc. "Be everywhere, do everything, and never fail to astonish the customer." Macy’s motto. The history of Macy’s, Inc., one of the largest department store retailers in the world, has began with an opening of a small dry goods store in New York in 1858 ("Macy’s: A History," 2013, p.1). ‘First-day sales of the newly born store totaled $11.06 and reached $90,000 by the end of the first year.” Macy’s, Inc. conducted its business in 11 adjacent buildings by the end of the 19th century ("Macy’s: A History," 2013, p. 1). In the 21st century, “the store’s fiscal sales in 2011 reached $26.4 billion. Approximately 171,000 employees work at Macy’s, Inc., formerly known as Federated Department Stores, Inc. The giant retailer has two corporate offices in Cincinnati, 800 department stores in 45 states, the District of Columbia, Guam and Puerto Rico” ("Macy’s Fact Sheet," 2013, p. 1). In addition, the corporation conducts e-business on macys.com website. What has made and continues to make Macy’s, Inc. so successful and respectful? As a former employee of Macy’s, Inc., I can attest from my own experience that the corporation’s success is due to its highly organized and well-developed Customer Relationship Management (CRM) system. How the business requirements drove the system’s initial development...
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...that I’m going to show you is about “The impact of CRM capability on innovation and performance advantages”. PRESENTATION My discussion is divided in that part: - Abstract show the motivation of this choose. not only the author’s motivation but also my motivation. - with Teory I would like to give you some key concept like the definition of Innovation and who signify for a firm to bring a new product in the market - Consequently I m going to show you the Main Research of Moustafa and Mahomed Battor from Tana University, Egypt, with their results - and in conclusion I will show you an example of application of that research into practice. I choose the new application of facebook produced by FedEx because at this time the most of the business is done in the social community and because it is a great example in which a big company promoting a new service or uses a new innovative way to promoting a existing services. Abstract CRM and INNOVATION are considered characteristics associated with competitive advantage. This presentation is about a research that investigates the mediating role of INNOVATION between CRM and PERFORMANCE on a firm performance because there is a lack of research on that. The authors use structural equation modeling to test the relationships among these constructs. At the end the results shows that: - the result supporting the impact of CRM and INNOVATION on performance - indicated that the indirect effect of CRM on firm performance through innovation is significant...
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...A study on the Customer Relationship Management (CRM) system at a global recruitment firm. How it affects to operational management process. Mohd Faisal MOHD HAMA Abstract The present paper document on a study of implementing Customer Relationship Management System (CRM) at one global recruitment company headquartered in Manchester United Kingdom, as a way of operation process improvement. This paper will highlight on the company condition before implementing the CRM system, the transition and how it affects the company operational management. The result has indicates that the use of CRM system has significantly improves in terms of client and candidates management system, invoicing and management functions in the organization. In addition, the implementation of the CRM system has allowed the company to centralized it operation, in terms of recording and sharing information on a global scale which enhance the company data efficiency and data management. However, due to lack in the software capabilities and end user knowledge, few problems are identified and how it affect in the system efficiency. Note: The company name used in this paper is a pseudo in which due to privacy and confidential reason practice by the company interviewed, the real name of the company has been agreed to be disclosed to respect the company wishes. Keywords Data Management - Process Innovation - Recruitment - Operation Management Introduction Peter Drucker, a writer and a management...
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...is an upright concept or strategy to solidify relations with customers and at the same time reducing cost and enhancing productivity and profitability in business. An ideal CRM system is a centralized collection all data sources under an organization and provides an atomistic real time vision of customer information. A CRM system is vast and significant, but it be can implemented for small business, as well as large enterprises also as the main goal is to assist the customers efficiently. | Usually an organization consists of various departments which predominantly have access to customer’s information either directly or indirectly. A CRM system piles up this information centrally, examines it and then makes it addressable within all the departments. Lets take an example of an international call center which uses a CRM tool called ‘xyz’ and is integrated with a phone and a computer system or laptop. Now this system automatically perceives which customer is calling. Before the executive attends the phone the CRM system brings forth the customer details on the computer or laptop screen and also indicates what the opportunity of deals is with that particular customer, what the customer had already purchased or ordered in past and what is the probability of buying in future. Not only this, it can also highlight what all products best suit this customer. For finance department it may show the information regarding the current balance and for accounting department it may pop out the...
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...actual requirements of customer and help them to serve them in a better way. It is a belief that more the sophisticated strategies involved in implementing the customer relationship management, the more strong and fruitful is the business. A CRM system consists of a historical...
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...3.0 Findings This article aimed at determining components of CRM strategy and its effects to competitive advantage achievement. The findings of this article highlight the effects of CRM on competitive advantage and the components of CRM strategies. The findings were synthesized and summarized from few previous researches’ results which studied the topic of CRM. There are few components of CRM such as the components of perception and customers’ separation, attracting and protecting customers being faithful (making loyalty), emphasis on quality, improving and specializing the relations with the customers (customization), complaint investigation, invest in internal people, and relationship-based interfaces (Mehrdad & Hallaj, 2011; Aihie & Az-Eddine,...
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...technology oriented market without Customer Relationship Planning is running by some software which does not even allow customization while integration is a bigger target. To incorporate in this challenging and competitive world the companies are moving toward best CRM solutions to get the benefits i.e. SAP, Oracle, Microsoft. In case of a large French telecommunications company, I suggest implementation of Customer Relationship Management for certain benefits and to eliminate issues which are currently faced by the company. In the gravity of this implementation here are certain success criteria in the back of my suggestion. Criterion 1: Application Strategy The application integration architecture is the most complete and integration solution in CRM for orchestrating agile, user friendly and user oriented business processes across all the enterprise business application. This will help the organization in: 1. Gain business and IT efficiencies 2. Increase agility which is a basic requirement in case of large French telecommunications company lower total cost of overall ownership Criterion 2: Product Integration Strategy For Tier I level organization like a large French telecommunications company the SAP provides best CRM solutions. The product integration strategy of a solution allows a company to focus either on: • Focusing on one product line and investing totally in that particular product line or • Companies can focus on supporting multiple application with or without overlapping...
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...The Carnival Cruise Lines case focuses on how Carnival Cruise Lines should strategically exploit enterprise systems and available customer data to perpetuate its success. Specifically, it focuses on the role that Customer Relationship Management (CRM) can play in organizational strategy. Case Questions: 1) Highlight the key characteristics of Carnival Cruises' competitive environment (e.g., major competitors, market position, customers and distribution channels, threat of new entrants, threat of product substitutes)? 2) Describe the IT infrastructure (consider Weill’s article) at Carnival Cruise Lines and the role (current & potential) it plays supporting processes, people and strategy. Given Carnival’s IT infrastructure, are they ready/capable to introduce enterprise systems (CRM in this case). 3) How did Carnival’s management build the line into the dominant brand in the industry? Consider how this approach/strategy relates to CRM? 4) Describe what CRM means to Carnival’s different levels/ages of management (e.g., Dickerson and old guard vs. Newer Management)? Why the different perspectives? 5) Based on your assessment, should Carnival do “CRM”? What should CRM look like at Carnival? Explain your position. 6) How would you go about implementing your strategy at Carnival? What would it take to deliver on your recommendations? Carnival Cruise Lines Case 1. How did CCL’s management build the line into the dominant brand in the...
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...The salesperson’s role in CRM success: Exploring the value of salespersons’ mapping of buying centre structure Prabakar Kothandaraman, William Paterson University, NJ, USA Raj Agnihotri, William Paterson University, NJ, USA* Rolph E. Anderson, Drexel University, Philadelphia, USA Perhaps the most important, yet underutilised resources in customer relationship management are salespeople. Drawing upon literature from social network theory, personal selling, sales management, and industrial buying behaviour, buying centre mapping is proposed as a tool for salespeople to improve customer relationship management (CRM). A framework linking a salesperson’s systematic mapping of buying centre structure to the CRM strategy development and implementation is outlined. Implications for theory and practice are discussed in detail. Keywords Industrial buying, Salespeople, CRM, Social network keywords Introduction The man who correctly understands how a particular structure works can prevent it from working or make it work differently with much less effort than a man who does not know these things. Bailey (1969, p. 108) Development of marketing strategies and tactics relies heavily on the ability of salespeople to understand buying organisations that they deal with and to bring that knowledge back to disseminate throughout the selling organisation for better customer relationship management (CRM). Managing customer relationships is the focus of successful business-tobusiness marketing...
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...What in your view was the short-term significance of Martin Luther King to the Civil Rights Movement? Martin Luther King’s (MLK) short-term significance to the Civil Rights Movement (CRM) can be attributed to his non-violence and his unique relationships with the media and the President. These relationships played a key role in MLK’s and the CRM’s success. We should also not ignore the role played by global politics of the time. The circumstances were such that the CRM may have succeeded even without the assistance of MLK. In order to assess the short-term significance of King to the CRM, we must determine, was it MLK or rather the international situation that led to the successes of the Civil Rights Movement? Word Count – 502 MLK’s significance to the CRM stemmed from his use of non-violence as a tactic to achieve social change. Non-violence served as King’s ideology and methodology, and contributed to King’s significance. Non-violence being met with naked aggression and racism was showcased by the media and condemned by the government. Although several other civil rights leaders, such as Ralph Abernathy, possessed Christian credentials, MLK coupled these credentials with his non-violence and positive relationship with the media. In January 1960 a bomb was thrown on King’s porch and an armed mob gathered that was dispersed only by King’s insistence on calm. A white police officer on the scene remarked, “If it hadn’t been for that nigger preacher, we’d all be dead”. This quote...
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...Customer Relationship Management 1 Customer Relationship Management in Business to Business 1 Customer Relationship Management in Business to Customer 2 Issues related to CRM in B2B and B2C 2 Customer Privacy 3 Technical Immaturity 4 Ownership and Accountability 4 Importance of Customer Loyalty 5 Conclusion 5 References 7 Customer Relationship Management and Key Account Management Introduction This paper intends to focus on the importance and need of customer relationship management for business organizations. The paper will focus the role of customer relationship management in business to business marketplace. In addition to this, the paper will incorporate the role of customer relationship management in business to customer marketplace. The paper will further illustrate the issues which are associated with customer relationship management in business to business marketplace. Issues related to customer relationship management in business to customer marketplace will also be included in the paper. Positive and negative impacts of relations on business dealings will also be discussed in the paper. All of these discussions will help in understanding proper role of customer relationship management in the both B2C and B2B marketplace. Customer Relationship Management CRM i.e. Customer Relationship Management is referred to such a system which manages the interactions of company with future as well as existing customers (Torkzadeh & Chang,...
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