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Mis-535 Course Project Proposal
Devry University
Keller Graduate School of Management
Implementing a CRM System into the Hospitality Industry
By
Submitted in Partial Fulfillment of the Course Requirements for:
Managerial Applications of Information Technology
MIS-535-12777
Professor Flores
Table of Contents
Abstract 3
Company Information 4
Business Problem 4
High Level Approach 5
Benefits of Solving Problem 6
Business/Technical Approach 7
Business Process Changes 8
Technology Solution 9
Conclusion 10
High-level Implementation Plan 11
Summary 12
References 13
Abstract
Diamond Cluster Entertainment is trying to build a solid relationship with their loyal customers. For the past few year customer satisfaction have declined significantly which caused profits and competitiveness to decrease significantly. In order to increase customer satisfaction a customer relationship management (CRM) system must be implemented. Salesforce Platform is an award winning cloud based CRM system that is used in sales and marketing departments throughout the world. With this cloud based platform critical data can be accessed at all times on any device which makes it easier to connect with customers. This system offers lots of features like contact management, social intelligence, and opportunity management which will boost competitiveness and productivity of the organization. An added bonus with this system is the ability to create a custom app that can be downloaded and accessed on any device. This would help the business attract new customers and retain current customers.
Company Information
Diamond Cluster Entertainment is based in the U.S. Virgin Islands and owns 80 casino resorts throughout the Caribbean. They are the largest gaming company in the Caribbean with hopes of expanding business to the United States in 2020. Diamond Cluster Entertainment opened doors

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