Professional Documents
Culture Documents
Finat Exam Notes
Finat Exam Notes
CRM
Definition?
Customer relationship management (CRM) is a term that refers to practices, strategies and technologies
that companies use to manage and analyze customer interactions and data throughout the customer
lifecycle, with the goal of improving business relationships with customers, assisting in customer retention
and driving sales growth. CRM systems are designed to compile information on customers across different
channels
How to implement?
Efficiency
A well-implemented CRM system will create that create significant organizational inefficiencies. But
CRM systems don't just create efficiency by reducing the use of inefficient processes but the efficiencies of
CRM can enable companies to interact with customers in ways that they wouldn't have the resources to
otherwise.
What is the advantage or
Collaboration
competitive advantage?
CRM systems give companies the ability to move away from tools, like spreadsheets, that appear to be
entirely functional but fall short in a variety of areas. The use of cloud-based CRM platforms allows for
employees in multiple departments to more effectively manage their customer relationships and to see the
big picture at any time.
Data,
For many organizations, data is one of the most valuable strategic assets, and CRM systems house some of
the most valuable data. Of course, data in and of itself is often of limited practical use; its real value comes
from data analysis and visualization tools.
Increased accountability
When companies lack the tools to manage their customer relationships, customers are bound to fall
through the cracks. CRM systems can help ensure that this doesn't happen by adding a layer of
accountability to the customer relationship management process.
Improved customer experience
Customers are more easily and accurately segmented, their needs identified, and because the status of a
company's relationship with them is accurately tracked, companies can interact with them
meaningfully at the right times, leading to more sales, faster sales and higher customer retention
and satisfaction.
ERP
Definition?
Enterprise resource planning (ERP) is business process management software that allows an organization
to use a system of integrated applications to manage the business and automate many back office functions
related to technology, services and human resources.
How to implement?
STRATEGIC PLANNING
Assign a project team. . Set objectives.
PROCEDURE REVIEW
Review software capabilities. Identify manual processes. Develop standard operating procedure
DATA COLLECTION & CLEAN-UP
Convert data
You cant assume 100% of the data can be converted as there may be outdated information in the system.
Collect new data
. Review all data input.
Clean-up data.
Review and weed out unneeded information such as customers who havent purchased
TRAINING AND TESTING
Pre-test the database
The project team should practice in the test database to confirm that all information is accurate and
working correct
Verify testing.
Make sure the actual test mirrors the Standard Operating Procedures
Train the Trainer.
It is less costly and very effective if you train the trainer. Assign project team members to run the in-house
training
Perform final testing.
The project team needs to perform a final test on the data and processes once training is complete and
make any needed adjustments
DO EVALUATION
Evaluate the solution.
Three to six months following to test whether or not the anticipated ROI and business benefits are being
realized.
ERP systems are more secure as centralized security policies can be applied to them. All the transactions
competitive advantage?
Cloud computing?
Definition?
How to implement?
Do upfront planning
Determine what a private cloud structure will do to your budget and financial
flow. Chargeback should be an integral part of your private cloud computing
environment. It makes users realize that they actually have to pay for resources
used
Select the implementers
Contract professional services in private cloud vendors to do the
implementation (very expensive), or hire a third party consultant to work with a
private cloud vendor.
Train employees/create new operational procedures
The best way to train employees is to have them involved in implementing the
private cloud. At least, have a select group of employees work closely with
whoever is implementing the private cloud.
Buy new software and hardware
You will have to buy new software to monitor performance and traffic flow in
the new virtualized environment. Traditional physical monitoring tools are not
capable of monitoring traffic flow in the virtualized networks created by the
hypervisor
Work with app business groups to satisfy their needs
Private cloud computing environments involve two groups: IT operations staff
and the business users who want to run applications. A properly implemented
private cloud gives business app users the opportunity to quickly provision a
server and run an application when they want to without human intervention.
Data warehousing
Business analytics
Data visualization
Steps to be taken by a company to develop a business strategy that fully integrates technology capabilities and innovations.
CIOs and IT strategists adopt an iterative approach to
that begins and ends with business. Identify the core business competencies that
technology that enabled strategy and the business expertise to determine the
potential value of the strategy enabled by the technology
Conduct a technology road map with a technology gap analysis. The experts will
help in mapping the existing architecture to the future state
The IT business plan is the final stage in the BT strategy planning process where
determine how IT will function as a service operation supporting and enabling
the business technology strategy.
IT decisions are driven by executives who have no or little knowledge about technology
Company are directed by IT organization that are technology driven but dont understand the real needs of the business.
They cannot translate business needs into technology solutions
Those who run the business and those who run technology cannot agree on what alignment is.
IT managers are using the IT management framework are not business management framework
Organizational culture
-A supportive organization culture that recognized the value at technology data,processed and people
required to establish a solid relationship between and It to achieve successful allignment
Communication
-Need to start at the executive level with the view that IT is a business resource that used to meet
business needs and achieve business outcomes
STRATEGY?
CORPORATE STRATEGY?
DEFINITION
Task involves
VERTICAL
INTERGRATION
DIVERSIFICATION
Benefits
A corporate growth strategy in which a firm expands its operation by moving into a
different industry
Why diversify?
To Grow
Increase sales & profitability beyond what firms core businesses can provide
BUSINESS STRATEGY?
Definition
Action
Cost leadership
An integrated set of actions designed to produce or deliver
goods or services at the lowest cost relative to competitors
with features that are acceptable to customers
Differentiation Strategy
Non-commodity products
quality focus
capability in R&D