...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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...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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...Introduction Riordan Manufacturing was started by Dr. Riordan in 1991. Riordan now has four plants located in Pontiac, MI, Albany, GA, Hangzhou, China, and its headquarters in San Jose, CA. The company currently uses Microsoft SQL servers that is running Microsoft Suite, which includes Word, Excel, Power Point, and Project. The current system is not compatible to all locations which has become expensive and time consuming to navigate the daily operations. I. New System Hardware A. 12 HP 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...
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...Case Study #2 Overview of the business problem Before Implementing Microsoft Dynamics customer relationship management system, STIHL Inc. had contact management software in place to give its field sales force a way to record sales call appointments, and record notes from dealer interactions. The current software package was not solving its purpose as it had many issues in its operational and analytical component. Joe Quartararo ecommerce & branch distribution manager describes that they quickly outgrew the previous software package, which never worked all that well for them in the first place. Territory managers were finding other representatives data in their own database. This caused confusion and frustration among managers. Many times previously entered information into the database was not available when they went back to look for it. There were no improvements when STIHL upgraded to the more advanced version. So as a consequence many managers stopped using it all together. This resulted in complete ignorance of a CRM system. The reason the system became obsolete is because it’s analytical component which is focused on the intelligence mining of customer related data and capturing, storing, extracting, processing, mining and analyzing customer related data, was not very functional as STIHL found it difficult to connect the contact management software with a sales force analysis application that the company had developed to deliver sales data to the field. Territory managers...
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...Microsoft Dynamics ERP solution By: Ruben B Lima, Business Information Systems Course Embry Riddle Aeronautical University World-Wide Abstract To compete in today’s global market, companies are lining up to take advantage of Microsoft’s solutions to ERP and CRM software. Microsoft Dynamics comes in all shapes and sizes and is the clear leader in ERP solutions. Each version is tailored to each company’s specific structure and is a great solution to a company’s ERP needs. Different versions include Microsoft Dynamics AX, GP, NAV, SL and CRM. Microsoft Dynamics is a powerful tool that helps integrate finance, accounting, human resources, manufacturing and supply chain processes into one unified and secured environment, globally. With Microsoft’s solid track record, Dynamics is an easily learnable product because of its familiar interface. These lines of products also are easily customizable to fit each organization’s structure. This paper will explain each of the specific Microsoft Dynamic products and how it is advantageous to each company. It will also go into detail on the intended purposes of each ERP and its corresponding models. Finally the author will share his own reflections of Microsoft Dynamics and how it impacts commercial business. Microsoft Dynamics SL (Formerly Solomon) Software is designed to fit a small to medium company’s needs. It is project and distribution focused. It has industry specific capabilities that integrates financials, customer relationships...
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...Microsoft CRM: Go Software http://nucleusresearch.com/library/microsoft-roi/f1.pdf http;//www.wne.edu/news/index.cfm/selection=doc.2507&DCIid=14709 Go Software Goals: 1. To find a solution that doesn’t crash. Their current solution was crashing about once a week. The company realized that this was impacting their sales as well as product support productivity. 2. To find two systems that could integrate so orders and contacts didn’t have to be entered twice. 3. Since the contact database was growing Go software wanted to prevent problems with performance and scalability. 4. Finding software that has the ability to rapidly customize screens to reduce order entry time. 5. To find a company to help implement the solution. Go Software Solution 1. Choosing Microsoft CRM based on its ability to integrate with Great Plains and other application. Microsoft CRM also had the ability to quickly customize screens to reduce order entry time. Microsoft CRM also had the SQL database support. (“ROI Case Study” 2005) 2. Looking for company to help them implement the solution. Finding Customer Effective, A Microsoft VAR that had experience implementing solutions. 3. GO mapped existing processes and practices to the new solution and figure out the changes that were needed to be made. 4. Then it developed a custom order-entry interface that pushed new records into Great Plains and then pushed it...
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...Microsoft marshals marketing, service, social for Dynamics CRM Pricing details for the new modules will be announced at the Convergence conference next month By Chris Kanaracus IDG News Service - Microsoft is about to make a fresh run at its CRM (customer relationship management) rival Salesforce.com with new capabilities for marketing automation, customer support and social media monitoring. The three components, which came about in part through Microsoft's acquisitions of Parature, MarketingPilot and NetBreeze, map in a competitive sense to Salesforce.com's Service Cloud, ExactTarget and Radian6 software products. MarketingPilot has received a "complete overhaul" to make it look and feel similar to Microsoft's core CRM application, said Bill Patterson, senior director of Dynamics CRM and Parature. Initially, Microsoft had only provided a connector to MarketingPilot. It has also moved the product, now called Dynamics Marketing, to its Azure cloud service. While on-premises MarketingPilot customers will continue to be supported on their current implementations, Microsoft will push all new innovations into Dynamics Marketing, which is only available as a cloud service, Patterson said. Microsoft plans to make these on-premises customers migration offers, although details weren't available. Dynamics Marketing will feature a new drag-and-drop style visual campaign designer, which allows marketers to put together ad purchases and content placements across multiple channels,...
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...Forever 21 CRM and SCM Recommendations INFS1602 Assignment B z3457712 Hiu Kwan Lam, z5060301 Cindy Nguyen, z3406631 Syed Maheen Reza Word Count: 3488 Forever 21 CRM and SCM Recommendations INFS1602 Assignment B z3457712 Hiu Kwan Lam, z5060301 Cindy Nguyen, z3406631 Syed Maheen Reza Word Count: 3488 Executive Summary The purpose of this report is to outline the advantages and disadvantages of cloud- based CRM and SCM solutions, how it can enhance a business’ customer relationships and supply chain as well as balancing the risks of the use of this technology with the benefits. This report will firstly illustrate the benefits and disadvantages of implementing a cloud-based CRM and SCM solutions, in comparison to traditional on-site processes to assist Forever 21 in making a decision whether to use these CRM and SCM solutions or not. It will then describe how CRM and SCM solutions can maintain customer relationships and retention through the leveraging of an enhancing the efficiency of supply chain management and tailoring the product range through the use of these technologies. This report will accentuate the security, ethics and privacy issues that are associated with cloud-based CRM and SCM solutions. A recommendation of a specific vendor for cloud-based CRM and SCM solutions will then be provided to assist the CIO of Forever 21 in making a decision which is most suitable to a retail business such Forever 21. Table of Contents Executive Summary 2 Introduction...
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...management (CRM) system. It wanted to combine the product-centric marketing approach with a greater focus on the customer. Solution Working with Siebel, and advised on the architecture by Microsoft® Services, L’Oréal standardised on Siebel CRM and Analytics software running on Microsoft Windows Server SystemTM Engineered and Microsoft SQL ServerTM 2005 database. Benefits ■ Strengthens customer brand loyalty ■ Direct mail costs down up to 57 per cent ■ Targeting gives response rate of up to 62 per cent ■ Consistent view of customer across multiple channels ■ Fast time to market for new campaigns | | |“With the Siebel solution running on Microsoft Windows, we achieved a 57 per cent decrease in the volume of direct mail on one promotion. Through more accurate targeting, we achieved a remarkable 62 per cent response rate.” Daniela Giacchetti, Head Customer Strategy Officer, L’Oréal | | | | | |L’Oréal, the world’s largest global beauty, skin care, and cosmetics company wanted to broaden the | | | | |scope of its luxury products marketing to focus on customers. It decided to implement a company-wide | | | | |customer relationship management (CRM) system starting with a pilot in South Korea. Working with | | | | |Siebel, and advised on the architecture by Microsoft® Services...
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...implementation of customer relationship management (CRM) systems. What is the most effective way to realize all of the benefits from CRM system implementation? Research for this report included a review of current literature on effective implementation of CRM systems and the market data on popular CRM systems on the market available on Gartner, the leading information technology research website. Major findings indicate that just simply buying into a CRM system would not bring the promised benefits associated with the system. That is only possible if the implementations of the system is backed by appropriate strategies, supplemented by the aid of high tech IT solutions and it is the most important to know how to use the integrated information system to the best advantage. For the new CRM system being implemented in the company to be a success, the company has to evolve and implement a strategy that will iron out the kinks from the existing system to the new. The success of this endeavor depends greatly on the top management, who has to showcase their commitment and, most importantly, lead the way, guiding the rest of the employees to a new direction, which, when supplemented by the new IT infrastructure, can help give the company the competitive edge it so desires. At the end of the day CRM is only a tool, which can bring tremendous success to the company only if it is implemented and utilized properly. Introduction CRM is a more than just technology, it is a business focus...
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...Safety-Kleen Replacing CRM System Generates Large Savings and New Efficiencies for Green Company Brief description of the business Safety-Kleen is a leading environmental services company, located in Plano, Texas providing services to over 270,000 customers, and is the largest green developer of re-refining and responsible cleaning solutions in North America. The company is still at the forefront of developing practical green processes for business, just as they were the day the company was founded. In fact, for many years, Safety-Kleen was the only company that provided this service. From 1954 to 1959, Ben Palmer invented the Parts Washer. The parts washer was a success from the start, and he decided in the early 1960’s not to sell his machine, but to lease it to the customer and service it by removing and replenishing the used solvent. The business problem Safety-Kleen needed a CRM solution that was easy to use, support, could seamlessly connect with its existing line of business applications, and was cost-effective. Safety-Kleen previously used Salesforce.com. Integration tasks were difficult and network latency caused performance issues. Salespeople were wasting valuable selling time duplicating lead entry. * Technology and Cost Concerns: With the use of Salesforce.com, and several other technologies, Safety-Kleen’s employees had to work around a fragmented data repository, which caused inefficiencies and resulted in unreliable information. It was a challenge...
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...Customer Relationship Management at Maruti Suzuki Submitted on 20-Feb-2012 Group#08 (Section B) Basu Agarwal Bikram Satapathy Saloni Goel Shruti Mishra Srinivas Dhenuvukonda (FT12416) (FT12417) (FT12455) (FT12462) (FT12467) Great Lakes Institute of Management, Chennai 1 Index Page 1.0 2.0 Introduction Various Technologies at Maruti Suzuki Level of CRM 3.0 Analytical CRM 3.1 3.2. 3.3 3.4 4.0 Data base Direct marketing-Data analysis Cross-selling of various value added services 5 5 6 6 3 4 Customer Retention for Service at dealers, satisfaction, thereby, sales retention for the future 7 8 10 10 10 Operational CRM 4.1 4.2 4.3 4.4 Campaign management for promoting the special offers SX4 Pre-launch Campaign management on MSD CRM 4.0 Insights for Dealer Development Division (DDD) & used car division (TRUE VALUE) Loyalty card implementation (Auto card) 11 5.0 6.0 7.0 8.0 Strategic CRM Philosophical CRM Challenges addressed by MS Dynamics CRM 4.0 Future challenges of Maruti’s CRM 11 12 14 14 Great Lakes Institute of Management, Chennai 2 1.0 Introduction Maruti Suzuki is the Indian passenger car market leader for several decades. It has crossed the 10 million cumulative domestic sales mark here today. It is the only automobile company in India to cross this milestone. The Company, which had rolled out its first car in December 1983, attained 5 million domestic sales in February 2006. The next 5 million domestic sales have been achieved in six years...
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...Customer Relationship Management at Maruti Suzuki Submitted on 20-Feb-2012 Group#08 (Section B) Basu Agarwal Bikram Satapathy Saloni Goel Shruti Mishra Srinivas Dhenuvukonda (FT12416) (FT12417) (FT12455) (FT12462) (FT12467) Great Lakes Institute of Management, Chennai 1 Index Page 1.0 2.0 Introduction Various Technologies at Maruti Suzuki Level of CRM 3.0 Analytical CRM 3.1 3.2. 3.3 3.4 4.0 Data base Direct marketing-Data analysis Cross-selling of various value added services 5 5 6 6 3 4 Customer Retention for Service at dealers, satisfaction, thereby, sales retention for the future 7 8 10 10 10 Operational CRM 4.1 4.2 4.3 4.4 Campaign management for promoting the special offers SX4 Pre-launch Campaign management on MSD CRM 4.0 Insights for Dealer Development Division (DDD) & used car division (TRUE VALUE) Loyalty card implementation (Auto card) 11 5.0 6.0 7.0 8.0 Strategic CRM Philosophical CRM Challenges addressed by MS Dynamics CRM 4.0 Future challenges of Maruti’s CRM 11 12 14 14 Great Lakes Institute of Management, Chennai 2 1.0 Introduction Maruti Suzuki is the Indian passenger car market leader for several decades. It has crossed the 10 million cumulative domestic sales mark here today. It is the only automobile company in India to cross this milestone. The Company, which had rolled out its first car in December 1983, attained 5 million domestic sales in February 2006. The next 5 million domestic sales have been achieved in six years...
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...Task A: TeraTech will increase company profits and maximize shareholder wealth by, utilizing strategies to optimize | |customer services and their business processes while engaging the support of vital stakeholders. | |Topic A: Entellium Ltd.- Sharena Barriga | |Response to Topic A: | |Entellium Ltd. is a Malaysian firm and new hosted CRM service provider. The firm formally announced their intentions to tap into | |the North American market for hosted sales, marketing and customer service applications. Entellium’s target includes small and | |midsized businesses and departments of larger organizations. Like TeraTech, the firm’s problem lies in the fact that the hosted CRM| |market is already crowded and is concerned with the ability to keep up with there competitors. Entellium is a small company in | |comparison with to their competitors with just 100 customer and 3,000 users mostly in the Asian Pacific Region (Callaghan, 2004). | |In order to successfully compete in such a competitive market, Entellium will continue to develop their product in Malaysia while | |only moving their headquarters to Seattle. This will enable the firm to reduce their prices significantly charging $59 per month | |for their service. The firm hopes...
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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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