...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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...Conceptual Framework for E-CRM Project Deployment in Indian Banks Ashwini Atul Renavikar ashvinirenavikar@yahoo.co.in University of Pune Sharad L Joshi sharadljoshi@gmail.com Marathwada Mitra Mandal Institute of Mgt Education, Res and Training, Pune A survey of Database Group (2006) has revealed that approximately 65% of the financial institutions have failed in getting expected benefits from huge investments in CRM technology. Another finding of the study conducted by I-L Wu and K-W Wu (2005) approximately 60% of the web-based CRM software (e-CRM) installations are failures. With these findings at the background the researchers have attempted to study the aspect of e-CRM deployment in 11 Indian banks (34 branches) with specific reference to banks in Pune and Mumbai. The study has been conducted in a sectoral comparison of public, private and cooperative banks. The study has contributed to the body of knowledge by suggesting a conceptual framework – PCM-PPT framework which is a result of quantitative and qualitative analysis of responses by bankers and e-CRM consultants. Keywords: e-CRM, Relationship Marketing, McCall’s Quality Factors 1. Introduction Customer relationship management (CRM) is that part of an enterprise’s business strategy that enables the entire enterprise to understand, anticipate and manage the needs of any current and potential customers. CRM is not an event or a technology, or even an application or a process. Ideally, CRM is a comprehensive strategy...
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...of Form | | | Bottom of Form 1. 2. Sign in Web Images Maps MoreSearch tools 1. * * * * About 19,900,000 results (0.16 seconds) Search Results 1. toyota global - 10 results for “crm” | TOYOTA MOTOR ... www.toyota-global.com/webservice/tg/dc/en/search?q=crm 10+ items – 10 results for crm. Salesforce.com and Toyota Form Strategic ... www2.toyota.co.jp/en/news/11/05/0523.html - 16k | www2.toyota.co.jp/en/news/11/05/0523.pdf - 42k | 2. Successful International CRM – Toyota Case Study www.theidm.com › Resources › Presentations Jun 23, 2006 – Successful International CRM – Toyota Case Study. On 22 June 2006, Graham Hill an advisor to CRMGuru.com and a principle with Sophron ... 3. Toyota Crm Free Ebooks (pdf, doc, ppt, pps, xls and etc.) ebookbrowse.com/to/toyota-crm Found 4 files for toyota crm.Review these results or try to change your search query. 4. The Lean CRM-Toyota Story: You Can Have a Strategy That Works ... www.customerthink.com/article/lean_crm_toyota_strategy_that_works Apr 9, 2006 – Email · Print Friendly and PDF ... It's one called Lean CRM, which was developed by Toyota in Europe, in response to the growing volume of ... 5. Crm Practices in Toyota Moter - Essays - Tanharahul87...
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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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...Questions for Cases All groups need to prepare the PPTs and groups for presentations will be selected during the sessions 1. Infosys’s Relationship Scorecard 1. How does Infosys’ customer-centric organization compare with that of other companies? What challenges does this organization try to address? What tensions do these challenges create, and how does Infosys deal with them? 2. What is the role of the RSC in a customer relationship? What does an RSC offer that is not already contained in the client’s SLAs? What are the opportunities and challenges involved in building an RSC? 3. Infosys has learned through its RSCs that some customers are dissatisfied with its team turnover. How would you respond to Apted’s request to keep the best people in the Syngenta team? How would you deal with this issue from Syngenta’s perspective? 4. How should Sanjay deal with the challenges and tensions that have arisen with the use of the RSC? Could you help Sanjay design an action plan to improve the RSC? Should Infosys make it a priority for EMs to get their clients to embrace RSCs? Should Sanjay suggest using the RSC earlier in the relationship with a client? Is there any change that you would introduce to the content of the RSC? 2. Chantale and Clinton 1. What were Chantale and Clinton’s service expectations? How did they develop? 2. What is your evaluation of the Canadian’s provision of repair service? 3. Should The Canadian or other stores be concerned about incidents of this...
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...Rethinking Key Account Management: adapting and refining your Sales organization’s response to the new realities Managing the future Most executives recognize that the real assets of a company are embedded in the quality of the relationships between the company and its most important stakeholders, such as clients or customers, employees and suppliers. Developing strategic relationships with customers should therefore be a central issue on the CSO’s agenda moreover in current context. Key Account Management is a systematic process for managing key interactions and relationships with most valuable customers. It focuses on the creation, implementation, execution and evaluation of an overall plan to guide the account team in developing new relationships at the C-level, aligning the best resources to the most profitable opportunities and delivering what was promised. Everybody would agree on the strategy, even more when you know that the Pareto principle applies here also with 20% of the customers generating 80% of the revenue/profit. However when looking at our recent CSO Insights’ study, execution seems different: 51% More than half of the companies recognize that they need improvement in selecting key accounts 60% CSO interviewed understand they lose deals because their competitors have established a better relationship with their customer 52% Also recognize their Key Account plan need improvment 2 Why Key Account Management has become increasingly important ...
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...condescending assistant - not the VIP experience it should be." "I don't look like a typical LV customer, so the salespeople were in a hurry to have me out of 'their' store as fast as possible." Figure 1 breaks down the attributes customers like the least about their shopping experience at Louis Vuitton stores. We collected 2,318 valid responses across the globe. And, as you can see, Servicing Attitude was the No. 1 attribute (39 %) respondents like least about the Louis Vuitton shopping experience; the No. 2 attribute had to do with thePrice/Value issue (21 %). . (Source: http://customerthink.com/what_drives_customers_buy_louis_vuitton/) Assume you are a marketer of Louis Vuitton. 1. Perform an analysis to solve the CRM problem mentioned above. Your analysis should include: Identification, define and analysis current business problems and issues of Louis Vuitton Review business performance data from Louis Vuitton website< http://www.louisvuitton.com/ > Source and gather reliable information from online research database o Identification of the formal and informal networks for Louis Vuitton to access corporate knowledge appropriately 2. Conduct a...
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...Paper on Business Intelligence (BI) Index of Topics covered 1 What is BI 2 Applications of BI 3 Common Functions of BI 4 Requirement & Challenges of BI Implementation 5 Best Practices of BI 6 Case Study 7 Conclusion What is BI: BI is a broad category of applications and technology for gathering, storing and providing access to data to help enterprises make better decisions. It can provide information of various “Information Assets” in an organization and how they interact with each other. These assets include Customer Databases, SCM Information, Personnel data, Manufacturing, Sales & Marketing Activity. Applications of BI: BI can be applied to MARCKM * Measurement - performance metrics, benchmarking etc., * Analytics - data mining, process mining, predictive modeling * Reporting - Data visualization, Executive Information System * Collaboraton - Data sharing & Electronic Data Interchange. * Knowledge Management - This leads to regulatory compliance and learning management The term was used by Gartner group in 1996, “..... Data analysis, reporting and query tools can help business users wade through a sea of data to synthesize valuable information from it - which today collectively fall into a category of BI.” Common Functions & Requirements of BI Common functions of BI are reporting, analytics, data mining, process mining, complex event processing and predictive analysis. Requirement &...
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...Ch.6 Telecommunications, the internet and wireless technologies Components of a simple network: • NIC (Network Interface Card): to incorporate any laptop to an existing network. • NOS (Network Operating System): to share network resources & route communications on a LAN. • Hubs & switches help route traffic on a network to the right computing device. • Router: when 2 or more networks are connected to each other, it sends data transmissions to the correct device from the internet. Digital Networking Technologies: 3 types, 1. Client/server computing: servers connect to many clients. 2. Packet switching: method of delivering data across a local or a long distance connection, it packages data in units (packets) which identifies intended recipient. 3. TCP(Transmission Control Protocol)/IP(Internet Protocol): a set of protocols to get data from one network device to another. Signal is the transmission of data. Analog signals can be converted into digital signals by using a modem. Analog signals are replicas of sound waves that can be distorted with the noise and drop the quality of transmission. Digital signals have a faster rate of transmission. LAN (Local Area Network): the topology (place) of a LAN can vary greatly, - Star: if the host computer goes down the whole network goes down. - Bus: all computers in the network are linked with cables and treated equally. - Ring: no central host PC, if one PC goes down the rest can still process data & transactions. WAN...
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...Introduction Salesforce.com is the world’s leading CRM software vendor with 14% market share in 2012 ($2.5B in sales), surpassing Oracle (11.1%, 2.01B in sales), Microsoft (6.3%, $1.1B in sales), IBM (3.6%, $649M in sales) and all others. The top ten vendors worldwide generated $10.9B in sales alone in 2012. Marc Benioff (current president and CEO) founded the company in San Francisco in 1999 with a vision to create an on-demand customer relationship management (CRM) solution that would completely change the market model and replace traditional enterprise software technology. Later on, this concept delivered immediate benefits to companies of all sizes at reduced risks and costs. Benioff is now regarded as one of the pioneers of cloud computing and has been driving businesses to transform into customer companies by covering social and mobile cloud technologies to connect with customers, partners, employees and even products in new ways. In this case study, we will approach the success of Salesforce.com by using the “6 Paths Framework” (6 innovation strategies). The 6 Paths Framework 1. Industry (looks across alternative industries) Benioff is credited with pioneering the concept of delivering sales, marketing, and customer applications, through a simple web site when the competitors of the company were offering the same solutions through client software on user desktops and traditional enterprise technology. Competitors like Oracle, Microsoft, etc., that dominated the enterprise...
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...Ihere.tv Project report Ihere.tv consulting team Tanakom Muangsakul Chayut Bhamornsuwan Chattanon Saekow Thesis Denchartphan Jinnawat Pinchai 5122790124 Strategy Analysis 5122790645 Project Manager 5122792864 Marketing Analysis 5122790306 IT Management 5422800433 Collector & Complier yonitiam@gmail.com Stroke.boat@gmail.com Chattanon1@hotmail.com tumpkkk@hotmail.com Nut_narook@hotmail.com Submit to Dr. Saprangsit Mruetusatorn 13/09/11 Ihere.tv Project Report 2 Table of Contents EXECUTIVE SUMMARY ....................................................................................................................... 4 Background of the business ............................................................................................................. 5 The structure of ihere.tv ........................................................................................ 5 Business process & Marketing Activities ................................................................. 6 Applied Information Technology ............................................................................ 6 Analysis of Source of Revenue ............................................................................... 7 Outstanding Point of the business Model ............................................................... 7 Major Key Success Factor ....................................................................................... 8 Business analysis and planning ..............
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...Indian Railways and IT Systems Used 1. ERP- enterprise resource planning (ERP) IT enables signaling system MIS and LRDSS(Long Range Decision Support System) for investment optimization FOIS - Freight Operations Information System Comprehensive Payroll Processing System Vigilance software system Material Management Information System for P-way Comprehensive Accounting & Transaction System 2. CRM/PRS Online Ticket Booking Online Train Status Cell/Landline Rail Reservation Unreserved Ticketing System E-Payment of Freight 3. CONCERT Country Wide Network of Computerized Enhanced Reservation and Ticketing Integrates five Regional Reservation Centers into National PRS Grid Performs reservations for over 8.82 Lakh seats &Berths daily ( Peak rush -10.16 lakh) More than 4250 reservation terminals at more than 1200 locations Judicious mix local autonomy with uniformity of business rules. Very complex Business transactions - Handles Reservations, Modifications, Cancellations/ Refunds Comprehensive functionality 4. FOIS Freight Operations Information System An on line real time system for management and control of freight traffic Instant access to information regarding status of consignments in transit, for just in time inventory Assists in Asset Tracking, Asset Planning Performance Monitoring , to optimize Asset utilization Functions Using HR – Payroll GRP/Security – Vigilance Freight Dept...
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...Council; Board of Studies of many business Schools/Universities Member of editorial board and review panel of several referred journals OBJECTIVES OF THE COURSE The main objectives of the course are to provide the management student a broad understanding of: • • • • • Information Systems (such as Transaction Processing Systems, Management Information Systems, Decision Support systems, etc) from a Business Perspective Information Systems Planning Key IT Technologies, and the implications of these technologies for managers Identifying Information Requirements and Systems Analysis Issues & Challenges in managing ISs/IT such as Enterprise Resources Planning (ERP), Supply Chain Management (SCM), Customer Relationship Management (CRM), Business Intelligence (BI) etc. MAIN ISSUES The purpose of any Information System is to help an organisation manage its business better. For instance, an Inventory Management...
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