...Homecare Manages Patients with Microsoft CRM (2011) Video Case 3: Sinosteel Strengthens Business Management with ERP Applications (2008) Instructional Video 1: Zara’s: Wearing Today’s Fashions with Supply Chain Management 6.1 Copyright © 2014 Pearson Education publishing as Prentice Hall Management Information Systems, Global Edition Chapter 9: Achieving Operational Excellence and Customer Intimacy: Enterprise Applications LEARNING OBJECTIVES • Describe how businesses use enterprise systems to achieve operational excellence. • Explain how supply chain management systems coordinate planning, production, and logistics with suppliers. • Describe how customers relationship management systems help firms achieve customer intimacy. • Explain the challenges posed by enterprise applications. • Describe the new technologies used by enterprise applications. 9.2 Copyright © 2014 Pearson Education Management Information Systems, Global Edition Chapter 9: Achieving Operational Excellence and Customer Intimacy: Enterprise Applications Enterprise Systems • Enterprise Systems – Enterprise resource planning (ERP) systems – Suite of integrated software modules and a common central database – Collects data from many divisions of firm for use in nearly all of firm’s internal business activities – Information entered in one process is immediately available for other processes 9.4 Copyright © 2014 Pearson Education Management Information Systems, Global...
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...SYSTEMS AMONG COMMERCIAL BANKS IN KENYA Maximillah Bitutu Muro, PhD Candidate Department of Management Science, University of Nairobi, Nairobi, Kenya Peterson Obara Magutu Lecturer, Department of Management Science, University of Nairobi, Nairobi, Kenya Kepha Nyankora Getembe, PhD Candidate Department of Management Science, University of Nairobi, Nairobi, Kenya Abstract Nowadays, many businesses such as banks, insurance companies, and other service providers have realized the importance of Customer Relationship Management (CRM) and its potential to help them acquire new customers, retain existing ones and maximize their lifetime value. At this point, close relationship with customers requires strong coordination between IT and marketing departments to provide a long-term retention of their customers. The purpose of this study was to establish the use of CRM systems and further determine the challenges facing the use of CRM systems among the commercial banks in Kenya. The study used descriptive design. The study targeted forty five (45) commercial banks in Kenya. Primary data was obtained using self administered questionnaires. The successfully filled up questionnaires containing responses were first edited for accuracy, consistency and completeness. The data from questionnaires was analyzed using procedures within statistical package for social sciences (SPSS). The responses were analyzed using measures of dispersion (mean and standard deviation), distribution...
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...CUSTOMER RELATIONSHIP MANAGEMENT STRATEGY (A TEACHING CASE STUDY) Tamilla Curtis Nova Southeastern University 317 Aleatha Drive, Daytona Beach, FL 32114 Donald Barrere Nova Southeastern University 1900 Pelican Landing Blvd, #1023, Clearwater, FL 33762 Tom Griffin Nova Southeastern University 2900 NE 30th St. Unit 8G, Fort Lauderdale, FL 33306 MASHKIN GROUP Mashkin Group Inc. (Mashkin), a wholly owned subsidiary of Amir Inc., a British financial conglomerate, is a medium-size, asset-management group based in the US. Mashkin consists of three primary divisions: a mutual fund company with $10 billion in assets; a separate, but closely affiliated asset management company with $15 billion in assets; and a financial services company. Since the early 1990s, these three enterprises have shared the same client database and other software programs. The first program utilized, an inexpensive, off-the-shelf system with limited capabilities, was used by the sales department of both the mutual fund company and the asset management company primarily to store names, telephone numbers, and notes of salespeople. A second program was used by the IT department to update the database as new clients arrived and record daily sales data. A third program was installed at all internal and external salespersons’ workstations and laptops to provide current data to the sales force. In addition, the Client Service Call Center used a separate designed-in-house program to track incoming call activity...
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...Conclusion……………………………………………………….. 16 Page 1 ABSTRACT: Salesforce.com is one of the most popular CRM Solution provided in the industry, and the advantage of using this platform is, the solution is a cloud based Software as a service(SaaS) provider. The advantage of using Salesforce is customers could build their own application using the same salesforce platform. Force.com is the subsidy that provides the necessary platform as a service (PaaS) thus helping the organization using this service could design, build and configure application by reducing the initial investments in the infrastructure as everything would be provided by Salesforce on a rental basis on the cloud environment. Nucleus organization has decided to set up a pilot project in just their Sydney branch to evaluate the usefulness and effectiveness of Force.com platform in their day-to-day business process operations. Based on the evaluation, this report intends to draw some conclusion at the end which could guide the business users and top management to come with a decision on its future directives for Nucleus. Keywords: Force.com, PaaS, VisualWorkflow. COMPANY PROFILE: Nucleus Solution is an approved registered education provider primarily operating from Australia and New Zealand. The company is specialized in providing...
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...Management Relations. PFCH leverages CRM to enhance patient loyalty through the ability for patients to interface with the hospital directly through the Internet. Patient recommendations, complaints, and comments provide patient satisfaction reports to senior management in CRM tracking. For PFCH enhancements as indicated in part three of this series will include advertising of health awareness and education classes sponsored by PFCH. CRM systems will provide promotional events such as walk for health initiatives, and creating the ability to build relationships with current as well as future patients. PFCH will generate website pages that include discussion links to other sites such as Mayo Clinic Symptom Checker, WebMD® and other links on a variety of topics for health education. Chat rooms with various staff members participating in discussions can provide schedules for specific topics and open forum discussions. PFCH will maintain encryption as a critical security measure that is a requirement for security of patient data. The case of Patton-Fuller and the sensitivity of its network data make this consideration even more important. Web portals – other hospitals PFCH will consider the results of studies whereby engagement of patients include patient access to educational tools; however, others see it as interaction via electronic tools. Study responders agree that patient engagement is high priority. For patient education websites to consider which are...
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...RELATIONSHIP MANAGEMENT | CRM IN BANKING INDUSTRY | Submitted by- Kartikeya Vairagare 046 laxita Chauhan 048 Manvendra Gautam 050 Mohit dave 053 Pranit Bhagat 055 Piyush Shende 057 Shambhavi Singh 078 | Introduction In recent time, we has witnessed that the World Economy is passing through some intricate circumstances as bankruptcy of banking & financial institutions, debt crisis in major economies of the world and euro zone crisis. The scenario has become very uncertain causing recession in major economies like US and Europe. This poses some serious questions about the survival, growth and maintaining the sustainable development. However, amidst all this turmoil India’s Banking Industry has been amongst the few to maintain resilience. The tempo of development for the Indian banking industry has been remarkable over the past decade. It is evident from the higher pace of credit expansion, expanding profitability and productivity similar to banks in developed markets, lower incidence of non- performing assets and focus on financial inclusion have contributed to making Indian banking vibrant and strong. Indian banks have begun to revise their growth approach and re-evaluate the prospects on hand to keep the economy rolling. 1. HISTORICAL BACKGROUND Bank of Hindustan was set up in 1870; it was the earliest Indian Bank. Later, three presidency banks under Presidency...
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...Customer Relation Management role When thinking about CRM, do person think first (and often only) of one department in the company? For instance, some companies use CRM for sales management or to handle market segmentation and marketing campaigns. Others use it for knowledge management. And some companies use CRM in the customer service department providing service management. But the role of CRM can be more than just a tool for marketing or customer support, sales force automation. In fact, CRM can help automate business processes and integrate every client-facing department with service organization, resulting in increased customer satisfaction, long-term relationships and increased sales. The concept of CRM is premised on the simple logic of business : it must keep tracking customers once attracted; retain them in business portfolio and profit from their growth. CRM can be viewed in 4 ways * Firstly it is a existing response to the emerging climate of unprecedented customer churn, waning brand loyalty and lower profitability. * Second, CRM is central to the task of making an organization customer centric. * Third, CRM is the definite symbol embracing IT in business. * Fourth, CRM is the most certain way to increase value to the customers and profitability to the practicing organizations. What is so special in CRM programs which drive the customer back to the store? It can be better understood from 2 perspectives: Tangible benefit + Intangible...
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...organize these schemes and approaches , but many are not clearly defined . Therefore, any safety professionals , are rather at a loss when deciding on whether to choose which preventive approach. This eventually led the professionals to rely primarily on the their personal experience and intuition to address the needs. Introduction to Crew Resource Management For the past several decades, humans has rather played a very progressively role in the aviation .At the same time, a growing number of several aviation organization has voluntarily assigned their personnel with a few of the developing safety programs as to address the unconditioned human error issues. Sadly, many of today’s aviation safety personnel have little knowledge and education in human factors . As a result many aviation safety professionals are ill-equipped to perform their assigned duties....
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...CRM and ERP Life Cycle The Customer Relationship Management (CRM) software in the company that integrates the business technology, strategy, and processes to accomplish the goals for companies that want to operate in a customer-driven environment (Motiwalla, 2012). “Customer relationship management (CRM) systems enable a firm to provide specific services to each individual customer (Lawton, 2000). For example an organization may design a Web page that shows the pricing based on the user’s location and preference. The CRM is design to support the customer’s requirement and meet their business needs to improve customer experience and increase revenue within their organization. The Enterprise resource planning (ERP) systems integrate data across and be comprehensive in supporting all the major functions of the organization (Motiwalla, 2012). The CRM system focuses on the customer relationship within the organization. The ERP system focuses on integrating the organization’s data in real time to all across the organization to the internal and external users. The customer relationship management system life cycle involves focus on people, procedures, company philosophy, and culture, rather than just information technology (Motiwalla, 2012). The first step in the life cycle is to outline the corporate CRM goals and practical process changes that have to occur before focusing on possible technology solutions (Motiwalla, 2012). Next the key people need to be identified who can...
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...PROPOSAL TO THE BOARD OF GOVERNERS OF SCHOOL “A” TOWARDS CURRICULUM CHANGE PREPARED BY MS. GEETIKA WALIA, May 3rd 2015 DSBM_IU/0115/SE/Douglas Green STATEMENT OF AUTHENTICITY I confirm the authenticity of this submission. I confirm that this is my original work and that I have adhered to the written guidance received in the Programme Handbook on plagiarism. Signed: Name: GEETIKA WALIA Date: 12th March 2015 STANDARDIZATION PROCESS I permit the use of this script for standardization purposes by the SBM Partnership and the Institute of Leadership and Management’. Signed: Name: GEETIKA WALIA Date: 12th March 2015 Geetika Walia, 11th April 2015 Page 2 of 36 DSBM_IU/0115/SE/Douglas Green Table of Contents 1 INTRODUCTION ..................................................................................................................................................4 2 STAKEHOLDER ENGAGEMENT ............................................................................................................................6 2.1 2.2 INTERNAL STAKEHOLDER ANAYLSIS TOWARDS POSSIBLE CHANGE IN CURRICULUM AT SCHOOL “A” .....8 2.3 EMERGING PATTERNS OF INTERACTION WITH STAKEHOLDERS ............................................................. 11 2.4 3 IMPORTANCE OF ENGAGING STAKEHOLDERS ...........................................................................................7 CONCLUSION ON STAKEHOLDER ENGAGEMENT FOR SCHOOL A .......
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...qwertyuiopasdfghjklzxcvbnmqwertyuiopasdfghjklzxcvbnmqwertyuiopasdfghjklzxcvbnmqwertyuiopasdfghjklzxcvbnmqwertyuiopasdfghjklzxcvbnmqwertyuiopasdfghjklzxcvbnmqwertyuiopasdfghjklzxcvbnmqwertyuiopasdfghjklzxcvbnmqwertyuiopasdfghjklzxcvbnmqwertyuiopasdfghjklzxcvbnmqwertyuiopasdfghjklzxcvbnmqwertyuiopasdfghjklzxcvbnmqwertyuiopasdfghjklzxcvbnmqwertyuiopasdfghjklzxcvbnmqwertyuiopasdfghjklzxcvbnmqwertyuiopasdfghjklzxcvbnmqwertyuiopasdfghjklzxcvbnmqwertyuiopasdfghjklzxcvbnmrtyuiopasdfghjklzxcvbnmqwertyuiopasdfghjklzxcvbnmqwertyuiopasdfghjklzxcvbnmqwertyuiopasdfghjklzxcvbnmqwertyuiopasdfghjklzxcvbnmqwertyuiopasdfghjklzxcvbnmqwertyuiopasdfghjklzxcvbnmqwertyuiopasdfghjklzxcvbnmqwertyuiopasdfghjklzxcvbnmqwertyuiopasdfghjklzxcvbnmqwertyuiopasdfghjklzxcvbnmqwertyuiopasdfghjklzxcvbnmqwertyuiopasdfghjklzxcvbnmrtyuiopasdfghjklzxcvbnmqwertyuiopasdfghjklzxcvbnmqwertyuiopasdfghjklzxcvbnmqwertyuiopasdfghjklzxcvbnmqwertyuiopasdfghjklzxcvbnmqwertyuiopasdfghjklzxcvbnmqwertyuiopasdfghjklzxcvbnmqwertyuiopasdfghjklzxcvbnmqwertyuiopasdfghjklzxcvbnmqwertyuiopasdfghjklzxcvbnmqwertyuiopasdfghjklzxcvbnmqwertyuiopasdfghjklzxcvbnmqwertyuiopasdfghjklzxcvbnmrtyuiopasdfghjklzxcvbnmqwertyuiopasdfghjklzxcvbnmqwertyuiopasdfghjklzxcvbnmqwertyuiopasdfghjklzxcvbnmqwertyuiopasdfghjklzxcvbnmqwertyuiopasdfghjklzxcvbnmqwertyuiopasdfghjklzxcvbnmqwertyuiopasdfghjklzxcvbnmqwertyuiopasdfghjklzxcvbnmqwertyuiopasdfghjklzxcvbnmqwertyuiopasdfghjklzxcvbnmqwertyuiopasdfghjklzxcvbnmqwertyuiopasdfghjklzxcvbnmrtyuiopasdfghjklzxcvbnmqwer...
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...and interviews with Reuben and the staff to perform and analysis of the Information Technology status of the business, this research paper will evaluate Club IT’s resources, customers, and supply chain. It will also address three problems and provide solutions to improve the system. It will also explain how different departments may use the solutions to enhance the system, using ERP, SCM, and CRM. Club IT has a website that has a dining menu with prices, a merchandise section where customers can buy merchandise such as hats, mugs, t-shirts, and shot glasses, in which there is a special for members to receive a 10% discount on items. There is also a tab to see what the featured acts are for each month. Although customers can purchase their tickets in advance for special concerts held on Friday and Saturday nights by phone or in person, there is not a way to do this online. With most of Club IT’s customers being Net Generation and Millennials, they regularly use mobile technologies such as Blackberries, PDAs, camera phones, and other wireless communication devices (Wiley Higher Education, 2006). Club IT also lacks a streamlined...
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...Club IT Part 2 John Holmes BIS/219 September 4, 2011 Dr. Freddie Spencer Club IT Part 2 Club IT owners Rueben and Lisa understand there is room for improvement in the current information technology systems used by employees at Club IT. This assessment will provide Rueben and Lisa with recommendations for upgrading and improving of the current information management capabilities (University of Phoenix, 2011). After discussing the assessment outcome with Rueben and Lisa, it was agreed upon that three areas need improvement to bring Club IT information technology systems into the mainstream of club management. The areas are integration and collaboration of functional areas within Club IT, customer relationship with the business, and the method of supply management. The first business problem Club IT needs to consider is upgrading the business end of software. Specifically, implementing commercially available Enterprise Resource Planning Systems (ERP) software into daily operations would be a nice start. Integrating the planning, management, and use of Club ITs resources into a single functional area will enhance the business processes of the organization (Rainer & Turban, 2009). Sales and marketing are just a couple of the areas that would feed into the ERP system within Club IT. Sales, in the form of food and preparation time would benefit through the implementation of an ERP system. Currently customer’s orders are...
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...3/Issue 3/Article No-8/2557-2566 ISSN: 2249-7196 INTERNATIONAL JOURNAL OF MANAGEMENT RESEARCH AND REVIEW E - CRM: AN ULTIMATE STRATEGY FOR AN ORGANIZATION Sagar Deshmukh*1, N. Deepa2, A. Raj Shravanthi3 1 Research Scholar, Dept. of Agrl. and Rural Management, Tamil Nadu Agricultural University, Coimbatore, Tamil Nadu, India. 2 Assistant Professor, Dept. of Agrl. and Rural Management, Tamil Nadu Agricultural University, Coimbatore, Tamil Nadu, India. 3 Research Scholar, Dept. of Agrl. and Rural Management, Tamil Nadu Agricultural University, Coimbatore, Tamil Nadu, India. ABSTRACT Customer relationship management is a business strategy to select and manage relationship with the most valuable customers. The concept of CRM when seen in context of e-business called as e-CRM. It provides companies means for conducting personalized, interactive and relevant communication with customers across both traditional and electronic channel. E-CRM integrates traditional CRM and e-business application. It makes possible for an organization to extend its infrastructure to customers and partners in ways that offer new opportunities of learning customer needs, gaining new economies, reaching new customers, adding values and doing these in real time while it might sound very simple, achieving effective e-CRM is itself a stupendous task. Companies agree that e-CRM is critical to their business, but unfortunately very few understand exactly what it is or how to evolve an eCRM solution...
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...Harvard Business Review Article Proposal “Putting the ‘R’ Back into CRM” By Susan Fournier (Boston University) and Jill Avery (Simmons College) November 17, 2009 1.) What is the central message (the “aha”) of the article you propose to write? What is important, useful, new, or counterintuitive about your idea? Why do managers need to know about it? Ten years ago, Fournier et al.’s Harvard Business Review article, “Preventing the Premature Death of Relationship Marketing,” charged that “the very things that marketers were doing to build relationships with their customers were destroying those relationships at the core.” According to the authors, relationship marketing was “powerful in theory, but troubled in practice” because marketers did not fundamentally understand what relationships with customers were all about or how they should be built and maintained. Ten years later, this seminal article continues to be a bestseller for the Harvard Business Review, is widely cited by academics (406 citations in Google Scholar), is incorporated frequently into MBA, executive education and doctoral curricula, and, importantly, has been a guiding force for managers from diverse industries who are interested in establishing stronger customer relationships. What accounts for the enduring appeal of the “Premature Death” article? We argue that the fundamental lessons offered in this article are as relevant today as they were ten years ago. In fact, our failure to appreciate...
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