...A management information system (MIS) provides many solutions to improve customer relations and better understand customer behavior. When handling data of any sort there is an outstanding liability linked to user information. Cloud computing is one of the most popular ways to compute data in this day, and though efficient and effective, it comes with significant downfalls when data is remotely breached. Traditional methods of storing data in an off-line database still have the risk of hackers having the ability to breach and steal data. Privacy in an on-line database is much more ambiguous in the sense that many common things such as IP locations that users general assume is kept private is actually open source. The ability to mine data and access general user information is both a potential threat to security but a significant benefit to companies. Online databases can be used in several ways to form a more succinct understanding of customer information. The most significant is in terms of data-collection. Through data-mining companies can receive customer data that can be used in many aspects of marketing analysis. CRM software can be used to better maintain a stream of connectivity between the client and the business. Data from consumer behavior provides a great insight that can be used in projections and overall strategy. While all the aforementioned methods are surrounding the inflow of data, databases are also effective when managing the outflow of data. A multi-tiered...
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...TABLE OF CONTENTS I. INTRODUCTION 1 II. HISTORY OF CRM MARKET 3 Major Vendors 5 Current Offerings 6 III. DEFINITIONS OF CRM 6 IV. DRIVERS FOR CRM APPLICATIONS 9 Reasons for Adopting CRM: The Business Drivers 9 Cost Goals 10 V. THE CRM INDUSTRY 11 Size of the CRM Industry 12 Vendors 13 Technology and Service 15 VI. INFORMATION TECHNOLOGIES FOR CRM 20 Key CRM Tasks 20 IT Factors of CRM Tasks 22 VII. CONSULTANTS 23 VIII. RETURN ON INVESTMENT OF IMPLEMENTATION 24 Cost and time 24 Benefits 25 ROI of CRM Projects 27 IX. PRINCIPLES OF CRM 27 X. CRM ISSUES 28 Customer Privacy 28 Technical Immaturity 30 XI. CASE STUDIES 31 Amazon.Com 31 Dell 32 Volkswagen 33 Wells Fargo 34 XII. CONCLUSIONS 36 REFERENCES 37 APPENDIX A BASIC ASSUMPTIONS OF CRM 40 APPENDIX B COMMON MYTHS OF CRM 41 APPENDIX C LIFETIME VALUE OF A CUSTOMER 44 C1. Simple Approach 45 C2. More Sophisticated Calculation 46 C3. Effect of Loyalty Programs 47 C4. Additional Factors to Consider 49 C5. The Arithmetic of Lifetime Value 49 C6. Example: Applying Lifetime Value Concepts in Banking 51 C7. Summary and Conclusions on Lifetime Value 53 APPENDIX D VENDOR’S WEB SITE ADDRESSES 55 2 Version 3-6 March 23, 2001 CUSTOMER RELATIONSHIP MANAGEMENT Paul Gray Jongbok Byun I. INTRODUCTION Over a century ago, in small-town America, before the advent of the supermarket, the mall, and the automobile, people went to their neighborhood general store to purchase goods. The proprietor and the...
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...Customer Relations Management (CRM) Currently Riordan is working to consolidate customer information to provide better value to the customer. The records are currently kept on paper files, microfiche and different databases. Therefore, the firm is working on a more sophisticated CRM (customer relationship management) system. Riordan has a 2 year plan to reach the $50 million revenue mark. In order to reach this goal we have suggested a more organized CRM system. Customer relationship management is a company strategy that is designed to lower costs and increase profits by customer loyalty (CRM.com, Feb. 19, 2010). There are three major elements to a successful CRM initiative: people, process, and the technology (CRM.com, Feb. 19, 2010). Riordan has to select the right technology to work the improvement process, provide the data to employees, and should be easy to operate so the users do not get frustrated. As long as the company’s CRM is the “valve that pumps a company’s life blood” then the customer relationships are the “heart of the business” (CRM.com, Feb. 19, 2010). According to CRM.com: “There are many technological components to CRM, but thinking about CRM in primarily technological terms is a mistake. The more useful way to think about CRM is as a process that will help bring together lots of pieces of information about customers, sales, marketing effectiveness, responsiveness and market trends.” Riordan can use CRM to help their businesses use people, processes...
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...CRM is that strategy which is designed to minimize cost and maximize profit by solidifying consumer's satisfaction, advocacy, and loyalty. (CRM Magazine, Feb 19, 2010). CRM brings out profiling prospects; acknowledge their needs, building relationships, and enhanced customer service. CRM gathers the consumer's information from sales area, customer support, cross selling and upselling opportunities. CRM purposes and build customer loyalty to improve financial performance. CRM always implemented across multiple sales channels. The key components of CRM are customers, call center, marketing department, sales department, and customer support. (Turban & Volonino, 2011). The Basic idea of CRM is "treat different customers differently" according to their current or potential value to the enterprises. (Turban & Volonino, 2011, P.307). The important factors of CRM are human, process, and technology (WCECS, 2010), but different people categorize in differently. CRM drive revenue growth, productivity and customer satisfaction though it has a lot of challenges to poor user acceptance. (Oracle, 2006). References Arab, F., Selamat, H., Ibrahim, S., & Zamani M. (October 20-22, 2010), A survey of success factors for CRM, Proceedings of the World Congress on Engineering and Computer Science,(Vol II), San Francisco, USA, Retrieved from http://www.iaeng.org/publication/WCECS2010/WCECS2010_pp1121-1125.pdf CRM Magazine (Feb 19, 2010), What is CRM ? Retrieved from http://www.destinationcrm...
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...Customer relationship management entails all aspects of interaction that a company has with its customers, whether it is sales or service-related. While the phrase customer relationship management is most commonly used to describe a business-customer relationship, CRM systems are also used to manage business contacts, clients, contract wins and sales leads. How CRM is Used Today CRM solutions provide you with the customer business data to help you provide services or products that your customers want, provide better customer service, cross-sell and up-sell more effectively, close deals, retain current customers and better understand who your customer are. Organizations frequently look for ways to personalize online experiences (a process also referred to as mass customization) through tools such as help-desk software, email organizers and different types of enterprise applications. CRM Usability CRM software has typically been considered difficult to use. As an enterprise application, stability, scalability and security has been the primary focal points of CRM solutions. Usability, according to this Enterprise Apps Today article, was not a key part of CRM which often resulted in failed software projects, largely attributed to undue complexity. With increased adoption of CRM applications, however, today's CRM software vendors make usability a central part of their products. To improve usability many vendors today focus on usability issues to make CRM workflow as simple and...
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...------------------------------------------------- Customer relationship management From Wikipedia, the free encyclopedia Customer relationship management (CRM) is a widely implemented model for managing a company’s interactions with customers, clients, and sales prospects. It involves using technology to organize, automate, and synchronize business processes—principally sales activities, but also those for marketing, customer service, and technical support.[1] The overall goals are to find, attract, and win new clients, nurture and retain those the company already has, entice former clients to return, and reduce the costs of marketing and client service.[2] Customer relationship management describes a company-wide business strategy including customer-interface departments as well as other departments.[3] Measuring and valuing customer relationships is critical to implementing this strategy.[4] Contents [hide] * 1 Benefits of Customer Relationship Management * 2 Challenges * 2.1 Complexity * 2.2 Poor usability * 3 Fragmentation * 3.1 Business reputation * 3.2 Security, privacy and data security concerns * 4 Types/variations * 4.1 Sales force automation * 4.2 Marketing * 4.3 Customer service and support * 4.4 Appointment * 4.5 Analytics * 4.6 Integrated/collaborative * 4.7 Small business * 4.8 Social media * 4.9 Non-profit and membership-based * 5 Strategy * 6 Implementation * 6.1 Implementation...
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...535 | small business consultation on the implementation of a Contact resource management (CRM) system | | Table of Contents I. Abstract II. Brief Company background III. Discussion of business problem IV. High level solution V. Benefits of solving the problem VI. Business/technical approach VII. Business process changes VIII. Conclusions and overall recommendations IX. High-level implementation plan X. Summary of project References I. Abstract This proposal will detail how the purchase and implementation of CRM system not only eliminates the current challenges Aces Wild Casino Parties’(AWCP) faces in data mining, data sharing, and effective email follow-up/marketing, but also that once a CRM is purchased and fully implemented some of the benefits that can be expected are: * AWCP customer data becomes centrally managed, eliminating duplicates and providing more security for sensitive information. In addition, sales overlap can be eliminated. * AWCP marketing teams have access to better quality customer information and can effectively reach out with more targeted campaigns. * Sales pipeline reports become more accurate and can be used for forecasting cash flow predictions. * AWCP management decision-making processes are streamlined due to the wealth of customer and sales information provided by a properly maintained CRM system * AWCP customer retention is improved due to a variety of reminders, follow-ups...
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...Customer Relationship Management is a concept used by the organization to manage the relationship with customers, including collecting, storing and analyzing customer information. CRM supports a company to provide service to customers in real time with a relationship with customers. Based on what is known of the customer, companies can create variations of supply, services, programs, messages, and media through the system that implement CRM, the company formed a closer relationship with customers, which the company can know the needs of customers and provide a choice of an appropriate product or service with their request. CRM is useful to help management better understand the customer. This is will enhance the ability of the company in targeting customers. CRM allows the selection of marketing more effective. That is will reduce costs and simultaneously enhance the effectiveness of a campaign. CRM will ultimately help companies improve profitability through a focus on handling high-value customers. In recent years, establishing a direct relationship with customers is one key to success is good for a company. As done by the AirAsia airline. AirAsia is a low-cost airline based in Kuala Lumpur International Airport. The leading airlines in Asia was established with a dream to make everyone can fly by plane. Since 2001, AirAsia has been breaking norms smoothly travel the world and has improved its position to become the best in the world. With a route network stretching across...
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...Relationship Management in South Africa gives an important overview about the relationship between customers and companies nowadays in this region. The focus was a long term insurance company. Insurance are a significant part of the service sector and is revolutionizing the financial sector. The insurance companies generate total gross written premiums of 25.1 billion in 2010, a very lucrative business. In the last quarter of 2009 the South Africa economy decreased, due to this change insurance companies had to improve it customer relations and use technology tools for enhance the interaction and build a long lasting commitment with the customers. Insurance corporations are convinced that they need to generate loyal customers and CRM is an exceptional tool that helps to attain that goal. Before reviewing the results of the study, let’s address the CRM concept. CRM is a set of capabilities that helps organizations to enhance and build long lasting relationship through various processes, techniques and services. CRM is not a simple software development; it involves a technology, people and processes. For developing a CRM structure is important that all the organization be focused to a culture of customer loyalty. Market right now is increasingly competitive and the customer will stay with the company with the best service and knowledge about needs. Main characteristic of CRM are the instant response bases on customer information and the opportunity in management, CRM allows the...
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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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...Management Information Systems 13e KENNETH C. LAUDON AND JANE P. LAUDON CHAPTER 9 ACHIEVING OPERATIONAL EXCELLENCE AND CUSTOMER INTIMACY: ENTERPRISE SYSTEMS Evolution Homecare Manages Patients with Microsoft 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...
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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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...principles primary premise of CRM is that it does not matter where or how the loss occurs; the result is the same: decreased readiness, combat power, or mission effectiveness. there are five basic principles that provide a framework for implementing the CRM process. CRM is an integral part of mission and operation planning, preparation and recovery. it is not a separate add-on process. integrate into all phases of missions and operations. decisions about risk must be made at the appropriate level in the chain of command. commanders are required to establish and publish approval authority for decision making. this may be in a separate policy, specifically addressed in regulatory guidance, or it may be addressed in the commanders training guidance. approval authority for risk decision making is usually based on guidance from higher headquarters. army operations especiallu combat operations are inherently dangerous and complex. accept no level of risk unless the potential gain or benefit outweighs the potential loss. commanders, leaders and individuals can control risk and make informed decisions to balance that risk against mission benefits by integrating CRM into decision making missions and daily operations. protect soldiers at home and deployed. The Army intends to eliminate sexual assault in particular, and will work to change the Army culture in which it occurs. Missions that have unavoidable risks that may result in fatalities or injuries cannot always be avoided. do not...
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...on our Sales team to be our analysts for our internal partners. Redefining the roles of our sales professionals, while understanding and how other departments connect to our sales professionals is imperative to drive business plan results. With over 100 sales professionals in our district spending 24 dollars per resource per hour on requests, internally we are wasting an inordinate amount of time and opportunity costs. Our back office is lulled in the convenience of just emailing or asking sales questions. Not pushing back has given way to wasted hours completing ad-hoc requests. Moving ahead leadership and I propose that we restrict the requests, primarily to "as needed" basis while implementing new tools for CRM for enhanced visibility, and providing management training on...
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...(Re)Designing the HR Organization Amy Kates, Downey Kates Associates M 22 any HR functions have gone through the process of transformation over the past decade. This redefinition of the work of HR is intended to allow a more strategic focus on talent management and organizational capability while systematizing HUMAN RESOURCE PLANNING 29.2 and controlling the cost of transactional work. Little formal consideration has been given, however, to how these new complex HR organizations should be configured to best achieve these goals. This article highlights the operational challenges created by the most common organization design used by HR departments—the business partner model—and presents an emerging model— the solutions center—that is intended to address these flaws. Each model is described and discussed and a set of considerations for the HR leader is offered in order to maximize the effectiveness of the chosen organization design. Over the last decade there has been a profound shift in the work of the HR function. The publication in 1997 of David Ulrich’s Human Resource Champions spurred HR leaders across various industries to realign their organizations in order to undertake “strategic business partner” work. At the same time, a focus on cost-cutting and efficiency aimed at staff functions in general—and at HR in particular—has pushed much HR transactional work into shared services or to outsourced vendors. For many HR departments, this process of “transformation...
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