Essay - Enterprise Systems Enterprise Systems Week 5 Essay...

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Enterprise Systems Enterprise Systems Week 5 Essay Kathy Neihardt
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Enterprise Systems Enterprise Systems Select one company that uses a CRM system and one that uses a knowledge management system. Customer Relationship Management (CRM) is a “process that a company uses to track and organize its contacts with their customers” (Bidgoli, 2015). A company that uses Customer Relationship Management is the Marriott, “to boost sales and run its operations more efficiently” (InformationWeek, 2001). A company that uses Knowledge Management System is Xerox, they “found a way to cut costs and share institutional knowledge with a knowledge management system that gives engineers credit for their contributions” (Mottl, 2001). Xerox investigated ways to “improve customer service and discovered that service engineers sometimes faced equipment problems that could not be solved through the usual support channels” (Mottl, 2001). Compare these systems and their uses at their respective companies. Marriott used the Customer Relationship Management by rolling out “BrandWorks, it is an easy-to-use, online marketing portal. It was developed by Pica9, that uses Dell hardware hosting a Linux server that runs Debian 5.0” (Brier, 2012). The “application was developed as an
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