...akan membantu untuk memastikan profitabilitas kami. Menggunakan CRM kita dapat mengelola bagaimana kita mendapatkan pelanggan, menjaga mereka, dan layanan mereka. Pertama, kita harus mengidentifikasi dan memprioritaskan kebutuhan CRM kami, baik jangka pendek dan jangka panjang. Kita juga harus mempertimbangkan bagaimana taktik kami masuk ke dalam yang lebih besar, program jangka panjang yang lebih strategis. Melalui mendengarkan sosial, kita dapat mengetahui lebih lanjut tentang pelanggan. Melibatkan pelanggan sangat penting. Dengan menganalisis dan menerapkan analisis untuk mengembangkan profil dari peserta, kita dapat mengelompokkan mereka dan menargetkan kelompok. Kita harus mengidentifikasi / membedakan pelanggan untuk memastikan bahwa kami menyediakan layanan untuk mencapai kebutuhan mereka. Juga, kita perlu memastikan kita responsif. Selanjutnya, kita harus memiliki infrastruktur TI yang berkualitas dan memberikan pelatihan yang tepat untuk memastikan proyek CRM berhasil. 2. Ketika menerapkan CRM di Mashkin, file ditransfer tanpa kronologi. Hal ini membuat pengguna lebih tidak efisien dari sebelumnya. Mashkin tidak memberikan struktur untuk memastikan karyawan menyelesaikan pelatihan mereka, dan pelatihan itu hanya beberapa menit saja. Selain itu, penasihat keuangan dan penjualan orang masih lebih suka menggunakan teknologi lama mereka. Departemen TI hanya diminta untuk mendukung kebutuhan bisnis Mashkin saja dan tidak mendukung kebutuhan bisnis...
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...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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...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. The technology systems utilized by employees in Mashkin were designed to support general sales activities. None of the software was designed specifically for the needs of their financial divisions (either...
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...“CRM is a Business Strategy whose outcomes optimize profitability, revenue and customer satisfaction by implementing customer-centric processes” (Garther) Nowadays, in order to help any business to achieve their main goals, many companies have chosen to implement a Customer Relationship Management strategy to deal with their customers. Identifying relationships between the business goals and CRM implementation is necessary for any business, The implementation of business strategy means the usage of appropriate methods and business processes in that way, which will effectively improve the relationships with your customers. In some cases it may require planning and executing marketing campaigns, driving leads to sales and ensuring that customers are being served quickly and in lowest cost. The main goal of implementing CRM into a company is to combine business processes, IT tools and people. The process of choosing strategies to implement CRM may depend on the priorities of the business. To implement CRM strategies business must cover 4 main areas: 1) Culture – The values and practices shared by the company’s employees. 2) Structure – The restructuration of every department within organization to deliver all necessary information to customers. 3) Process – The process of combining employees into one group (from time to time) to acquire communication and interaction skills 4) Technology - Introduction of new technologies in order to facilitate and organize the...
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...Mashkin Group Inc. One of those medium-size asset management companies based in USA, wholly owned subsidiary of a British financial corporation named Amir Inc., Mashkin group of companies operated in three different sectors (mutual fund company, asset management company and financial services company) but were closely affiliated to one another, as they shared the same consumer database and other software applications to manage their internal operations. The technology systems used within the company merely supported the generic sales operations and none of them were custom made to address the specific needs of their financial sectors. These technology systems had issues with interoperability and lacked analytic functionality within the Mashkin group. This limitation of the software programs compelled the employees to spend an excessive amount of time physically jumping between applications to create new reports, import and export information from systems that were not integrated together. Even though there existed a lot of technology issues within the company, it was possible for the employees to manage the company's operations as they had limited clientele and the sales volume was considerably small. Company`s condition gradually became unacceptable due to expansion. This resulted in a rapid increase in the number of clients and sales volume to deal with. Curtis, Barrere and Griffin mention that, this was stage when the Management decided to implement a comprehensive CRM strategy...
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