MIS Project #1
MIS 2101 - Project 1
Business Applications
Name
PART A – Customer Relationship Management
QUESTIONS
YOUR ANSWERS
Developing a CRM strategy is discussed in chapter 8 of the Valacich book.
What changes are necessary for an organization to successfully implement a CRM?
Steps necessary in order for an organization to implement CRM include changes in policies and business processes, customer service, employee training and data collection, analysis, and sharing. A successful CRM strategy must also carefully consider ethical and privacy concerns of its customers’ data.
In chapter 8 of the Valacich book, the terms analytical CRM, collaborative CRM and operational CRM are introduced. According to the book,
What is an analytical CRM?
What is a collaborative CRM?
What is an operational CRM?
Analytical CRM: Systems for analyzing customer behavior and perceptions in order to provide business intelligence.
Collaborative CRM: Systems for providing effective and efficient communication with the customer from the entire organization.
Operational CRM: Systems for automating the fundamental business processes for interacting with the customer.
List one function that a CRM performs for the sales organization (from the Microsoft site).
CRM for sales functions by allowing sales reps to zero in and focus on the most impactful activities, making customer conversation more relevant, valuable, and productive. It also allows for management of selling processes across devices, channels, locations, and departments
List one function that a CRM performs for marketing organizations (from the Microsoft site).
CRM for marketing enables companies to engage customers across channels, build pipeline, and demonstrate, helping marketers plan, execute, and measure multichannel marketing campaigns from beginning to end. It helps manage, nurture, and score leads to generate more revenue, while streamlining marketing planning and execution.
List one function
Business Applications
Name
PART A – Customer Relationship Management
QUESTIONS
YOUR ANSWERS
Developing a CRM strategy is discussed in chapter 8 of the Valacich book.
What changes are necessary for an organization to successfully implement a CRM?
Steps necessary in order for an organization to implement CRM include changes in policies and business processes, customer service, employee training and data collection, analysis, and sharing. A successful CRM strategy must also carefully consider ethical and privacy concerns of its customers’ data.
In chapter 8 of the Valacich book, the terms analytical CRM, collaborative CRM and operational CRM are introduced. According to the book,
What is an analytical CRM?
What is a collaborative CRM?
What is an operational CRM?
Analytical CRM: Systems for analyzing customer behavior and perceptions in order to provide business intelligence.
Collaborative CRM: Systems for providing effective and efficient communication with the customer from the entire organization.
Operational CRM: Systems for automating the fundamental business processes for interacting with the customer.
List one function that a CRM performs for the sales organization (from the Microsoft site).
CRM for sales functions by allowing sales reps to zero in and focus on the most impactful activities, making customer conversation more relevant, valuable, and productive. It also allows for management of selling processes across devices, channels, locations, and departments
List one function that a CRM performs for marketing organizations (from the Microsoft site).
CRM for marketing enables companies to engage customers across channels, build pipeline, and demonstrate, helping marketers plan, execute, and measure multichannel marketing campaigns from beginning to end. It helps manage, nurture, and score leads to generate more revenue, while streamlining marketing planning and execution.
List one function