Course Hero Logo

64 opportunities of crm system business strategy

Course Hero uses AI to attempt to automatically extract content from documents to surface to you and others so you can study better, e.g., in search results, to enrich docs, and more. This preview shows page 64 - 79 out of 132 pages.

64
Opportunities of CRM SystemBusiness Strategy Using CRM System:A well-designedCRMsystemcan providea competitive advantage through thesefunctions:1.Treating customers better2.Understanding their needs and wants3.Tailoring offers4.Providing “delightful” experiences65
IT Support for CRMFront-officesystemsprimaryinterface to customers and saleschannels.Back-office systems– fulfill andsupport customer orders.Both above interfaces support CRM’sdatabase and analysis and reportingsystems.This IT support system is illustrated in the next slide66
IT Support for CRM67
IT Support for CRMSoftware-as-a-service (SaaS)– software model in which youpay for software on a pay-per-use basis instead of buying thesoftware.68
ENTERPRISE RESOURCE PLANNING(ERP)How do you bring together SCM, CRM, andother systems? With an ERP system.Enterpriseresourceplanning(ERP)system– collection of integrated software forbusinessmanagement,accounting,finance,supplychainmanagement,inventorymanagement,customerrelationshipmanagement,e-collaboration, etc.69
ERP Functionality70
ERP-Cont.ERPattemptstointegrateeverything:1.CRM drives what SCM will produce.2.Everyoneworkstogetherine-collaboration.3.Theentireorganizationknowstheentire organization.71
ERP Integrates Everything72
SOCIAL MEDIASocial media:is a collection of Web-based andmobile technologies thatcreateinteractivityamongusers,mostly allowingusersto be bothcreatorsandconsumersofcontent.73
Social NetworkingSocial networking site– site on whichyoupostinformationaboutyourself,create a network of friends, read aboutotherpeople,sharecontent,andcommunicate with people.The big onesFacebook & LinkedInGoogle+StumbleUpon, Twitter, YouTube74
WORLD WIDE WEBWeb– multimedia-based collection ofinformation,services,andsitessupported by the Internet.Internet– Network of computers thatconnects millions of people all overthe world. In other words the Internetis defined as:network of networks”The Internet is the infrastructurethat makes the Web possible.75
Web Sites, Addresses, and PagesWeb site– Web location where you visit,gather information, order products, etc.Web page– portion of a Web site thatdeals with a certain topic.Uniform resource locator (URL)address for a Web page, document, etc76
Understanding AddressesConsider(CanadianInternational College in Egypt)http:// (hypertext transfer protocol) - startsmost addresses but may be left offwww – World Wide Webcic – the organizationedu –top-level domain(TLDorganization type)eg – country location (if none, then currentcountry)77
Top-Level Domainscom – commercial or for-profit businesscoop – cooperativeedu – educationalinstitutiongov – U.S. governmentagencymil – U.S. militaryorganizationnet – Internetadministrativeorganizationint – Internationaltreaties organizationinfo – generalinformationbiz – businessmuseum – accreditedmuseumname – personalpro – Accountant,doctor, lawyer, etc.

Upload your study docs or become a

Course Hero member to access this document

Upload your study docs or become a

Course Hero member to access this document

End of preview. Want to read all 132 pages?

Upload your study docs or become a

Course Hero member to access this document

Term
Fall
Professor
N/A
Tags

Newly uploaded documents

Show More

Newly uploaded documents

Show More

  • Left Quote Icon

    Student Picture

  • Left Quote Icon

    Student Picture

  • Left Quote Icon

    Student Picture