Groove - The Groove Application Extending the value of...

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The Groove Application Extending the value of Relationship Management Systems with Peer Interaction
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What is Groove Groove is a combination of software and services that transform the Internet into a personal medium for direct communication and interaction
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What Problem is being Addressed Harnessing the power of the Web as a Business Platform Take Web based relationship management to the next level: direct person-to-person interactions Authorized customers or partners will have access to Content and Business Systems (Current situation) Internal Resources Relationship Managers Internal Experts Virtual Project Team Members
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Motivation Business processes: how people interact with systems Business practices: how people interact with people The combination of well defined Business Processes and Practices has a tremendous appeal to business leaders because it provides a mechanism to attract and retain customers
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Perceived Benefits Greater customer intimacy Relationship managers can easily identify and act upon opportunities for cross-selling, and create stronger barriers to exit Enhanced operational efficiency Colleagues inside and outside the company can respond more quickly and intelligently to new problems and opportunities as they arise. Self- organizing teams can reduce time-to-decision throughout the course of a project or a relationship
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Current Use: Customer Self Service Corporate portals and extranets allow external users to gain access to customized data, account information, analytical tools, and real business functions. As a medium for customer self service: portals has been successful in reducing the costs associated with common, predictable, repeatable activities that used to require expensive call centers and customer service staff.
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Problems Adding direct person-to-person interaction to portals or extranets has proven to be challenging Narrowly defined modes of interaction Tools and utilities (VoIP, instant messaging, filtered, routed email) are point solutions and lack the richness of a complete
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This note was uploaded on 07/14/2011 for the course COP 4910 taught by Professor Williams during the Summer '10 term at University of Central Florida.

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Groove - The Groove Application Extending the value of...

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