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STRATEGIC INFORMATION SYSTEM PLANNING LECTURE 7 Definition of IS Strategy IS strategy defines the organization’s requirement or ‘demand’ for information and system to support the overall business strategy. It defines and priorities the investment required to achieve the ideal application portfolio, the nature of benefits expected and changes required to deliver those benefits within the constraints of resources and systems. The Importance of IS/IT strategy in a business - It is the company’s road map to achieving competitive advantage - It is the company’s game plan for how to please customers and how to improve financial performance - Companies that plan strategies are more successful than those that do not - No strategic planning puts a company at risk (Strickland et. Al, 2008) - No strategic planning = No direction - - Can prevent from business failure in future LECTURE 8 Porter Value Chain (primary activities) Primary Activities Primary activities relate directly to the physical creation, sale, maintenance and support of a product or service. They consist of the following: 1. Inbound Logistics - involve relationships with suppliers and include all the activities required to receive, store, and disseminate inputs. 2. Operations - are all the activities required to transform inputs into outputs (products and services). 3. Outbound Logistics - include all the activities required to collect, store, and distribute the output. 4. Marketing and Sales - activities inform buyers about products and services, induce buyers to purchase them, and facilitate their purchase. 5. Service - includes all the activities required to keep the product or service working effectively for the buyer after it is sold and delivered.
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LECTURE 9 Good characteristics of CRM 1) Sales force automation (SFA): Help sales staff increase their productivity by focusing sales efforts on the most profitable customers. It provides sales prospect and contact information, and sales quote generation capabilities; etc. Such software can assemble information about particular customer’s past purchases to help the salesperson to make personalized recommendations. CRM software enables sales, marketing and delivery departments to easily share customer and prospect information. It increases salesperson ‘s efficiency in reducing the cost per sale as well as the cost of acquiring new customers and retaining old ones. CRM software also has capabilities for sale forecasting, territory management and team selling 2) Customer service: Provide information and tools to increase the efficiency of call centers, help desks and customer support staff. They have capabilities in assigning and managing customer service requests; Web-based self-service capabilities; etc. Improved access and accurate customer information help call center handle more calls and decrease the duration of each call. This achieve higher productivity, reduce transaction time and higher quality service at lower cost and the happier customer 3) Marketing: Support direct-marketing campaigns by
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  • Spring '18
  • Lynda

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