Table of Contents

Section 1: Introduction to the online business......................................................................................2

Corporate background information.......................................................................................................2
Services..................................................................................................................................................2
Section 2: E-business Process Blueprint................................................................................................3
Level 1: Simulation modeling of B2B process........................................................................................3
Level 2: Breakdown of functional sections of your business.................................................................3
Level 3 – Chart 2 different sub-sections to show process flows within these areas..............................4
Summary of the flow chart....................................................................................................................5
Section 3: Evaluate the CRM software...................................................................................................5
Business goals that can be achieved by CRM:.......................................................................................6
Business benefits of CRM......................................................................................................................6
Advantages of CRM...............................................................................................................................7
Types of CRM strategies........................................................................................................................8
Salesforce comparison with its competitors:.........................................................................................8
Salesforce Strengths:.............................................................................................................................8
Solutions externalized...........................................................................................................................9
Solutions off-the-shelf...........................................................................................................................9
Customized Software...........................................................................................................................10
How to implement CRM......................................................................................................................10
Potential drawbacks............................................................................................................................11
References...........................................................................................................................................13

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Section 1: Introduction to the online business
Game-based learning is an emerging pedagogy that puts together young learners' changing

nature and experience. Centered on knowledge learning and action research philosophy, this

research explores how SimVenture, the market and management skills of students as well as

their entrepreneurial mindset and values, evolves a specific business simulation game. The

results show that the corporate simulation allowed students to confront their shortcomings,

transcend some of them, and make substantial progress in education. With SimVenture,

students have strengthened their market appreciation in general and the difficulties

entrepreneurs face in running a business (Jong, Lai, Hsia, Lin, & Lu, 2012). The game has

many levels of difficulty, meaning that students are continually called upon to do so.

Following the richness of the material found in SimVenture, this breadth of problem

resolution ensures that students must resolve the scope of problems but can still track and

analyze them. SimVenture has a 'Save and Load' feature that encourages players to explore

multiple choices (Nadolny, Alaswad, Culver, Wang, & Gaming, 2017).

Corporate background information

The purpose of SimVenture is to assist youth in the growth of their business, business, and

industry thinking through engaging, personal, and meaningful learning. The game gives both

teachers and students a simple business sense. It reveals how the various disciplines work

together (Williams & Education, 2015).

Services
Involvement and credibility, sustainable learning, versatility, and comprehensive

technological and contextual assistance are the main features of SimVenture. The focus of

SimVenture's events is on honesty, challenges, and dedication. The match does not patronize

reality but rather strives to incorporate analytic expertise and encourage analytical ability,

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both in and without the classroom (Simmons, 2017). The match looks closely at reality and

makes reasonable demands for learners.

Section 2: E-business Process Blueprint

Level 1: Simulation modeling of B2B process

Most company processes are linked to organizational processes. The integration of e-

commerce into the internal part of the supply chain thus represents a great opportunity. One

reason this kind of e-business could be more efficiently carried out was that a significant

amount of purchases were recurring orders in this situation. In the initial step of the business-

to-business model, though many challenges and difficulties arise (Bohanec, Robnik-Šikonja,

& Borštnar, 2017). There will be major investments in information technologies, there must

be still general practices in business and there must be changes in how the organization works

(sometimes radically).

“Level 2: Breakdown of functional sections of your business”

 Business research, Consumer Reviews, Competition Study

 “Promotions, advertisement, direct marketing, public relations, networking, website,

show, and events”

 “Sales networks, dealers, personal sales, pricing, target audiences”

 “Design of goods, sourcing, production, quality management”

 “Banking, accounting, accounting”

 “Credit, equity funding, subsidies, excesses”

 “Cash flow, budgets, goals, foreclosure, benefit & loss”

 “Place, Staff Expertise, Resource, Legal Services”

 “Selecting, handling, preparation, recruitment”

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  Performance, stress, time control

Figure 1: Functional Sections (Bloor & Bloor, 2013)

Level 3 – Chart 2 different sub-sections to show process flows within these

areas

Figure 2: Sub-sections

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Summary of the flow chart
Flow model of simulation show different process components are numbered in subroutines,

with names shown above right. Of course there are other major advantages that are harder to

calculate or analyze in advance. For e.g., the data quality has already been mentioned; other

data may be: improved ties with vendors, better and more precise proofs of the needs of the

business and more immediate responses to the demands of partners (Sherman, 2012). In the

implementation of e-business solutions, on the other hand, there can be some challenges,

especially in the B2B model; such a project often entails a high cost and risk.

Section 3: Evaluate the CRM software

It is not easy to find clients for your business. When you encounter them, another obstacle

arrives – establishing close links with them and keeping strong ties. CRM allows you to

centralize your correspondence, simplify your communication and streamline it. The better

your ties with your clients, the more you know them. The better organizations can handle its

client relationships, the better it gets. Thus, IT systems are becoming more and more

common, which particularly address the problems of dealing everyday with customers.

Management of customer relationships (CRM) is not just a technology-based program. In

order to build deeper relationships it is a technique to learn about the customer's desires and

actions (Venturini & Benito, 2015). This is more of an entrepreneurship philosophy than a

technological approach for the effective and safe handling of consumers. Yet the use of

technologies depends on good CRMs.

The importance of preservation of current clients and market growth in the commercial world

is paramount. The cost to find potential customers could result in an important contribution

for every current customer. The stronger the prospects for a client to do business with your

firm, the more it is possible to do this by opening outlets such as direct sales, internet sales,

franchises, agent use, etc. The more outlets you have the bigger your contact with your client

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base has to be handled. Management of Customer Relations (CRMs) lets organizations gain

insight into their customers' attitudes and adjust their company processes in order to ensure

that the customer is well served. CRM essentially lets an organization define its consumers'

importance and draw on enhanced customer relations (Lee, Tang, & Sugumaran, 2014). The

more you understand your clients, the more you can respond to their needs.

Business goals that can be achieved by CRM:

 Discover the shopping habits, thoughts and desires of your consumers

 To market more successfully people and associations and to improve revenue

 Adjust how you work to strengthen customer support and marketing

 The use of CRM does not necessarily involve the procurement of the right program.

You will need to tailor your organization to your clients' needs (Khan, Ehsan, Mirza,

& Sarwar, 2012).

Business benefits of CRM

A customer relationship management (CRM) approach may require a substantial amount of

time and costs. There are also probable advantages, though.

A significant advantage would be to establish closer ties with the current clients, leading to:

 Increased revenues due to prediction requirements based on past patterns by improved

timing

 To help define demands by recognizing customer specific criteria

 Cross-selling of other goods by pointing out and recommending solutions or changes

 To distinguish which consumers are profitable and which are not profitable

(Woodcock, Green, Starkey, & Management, 2011)

This will boost your product or service promotion by concentrating on:

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  Efficient, tailored, customer-specific marketing communications

 More personal approach and new or better product and service production to benefit

company in the future

This may potentially lead to:

 Improved customer loyalty and retention, meaning that reputation continues to expand

in the industry

 Increase value and decreased cost of maintaining and serving your current clients,

increase your overall productivity and reduce overall revenue costs.

 Improved profitability by relying on the most successful clients and coping more

economically with the unprofitable (Kale, 2014)

When the company continues to successfully cater for its current clients, energies will focus

on finding new clients and expanding your market. The more you know about your clients,

the faster new opportunities are found and your client base is improved. There is still space

for growth and with years of cumulative experience. Over time consumer preferences evolve

and technologies will make it possible for consumers to understand more and to ensure

everybody can access this knowledge in an enterprise (Loh et al., 2011).

Advantages of CRM
When the company starts, email, address books and tablets make sense for monitoring clients.

Yet you're growing now and more growth means more chance of improving your

management. At the moment:

 The sheets are difficult to change, translate, and keep your team in line.

 The inboxes of your workers hold important consumer knowledge.

 Lost or threw out notes.

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  Communication with the workers is contradictory

 The main challenge is that your most valuable data is distributed through various

networks and entities, so that it is impossible to gather and coordinate on revenue

(Garrido-Moreno & Padilla-Meléndez, 2011).

Types of CRM strategies

In order to run a profitable company, customer relationship management (CRM) is necessary.

The better the communication, the faster business and sales is to be carried out. Thus it makes

good business sense to use CRM technologies to boost (Wu & Lu, 2012).

The following four broad categories contain CRM solutions

Salesforce comparison with its competitors:

“Comparing Salesforce Customer 360 with other CRM software is an important part of

determining the right solution for your business. Looking at Salesforce’s relative strengths

versus the competition is a straightforward way to frame the comparison:”

Salesforce Strengths:
Innovation

 “Artificial Intelligence: AI built into Salesforce helps you make decisions faster, make

your employees more productive, and make customers happier.”

 “Analytics: Augmented analytics help every user discover insights, predict outcomes,

and find recommendations to help their business, no matter the industry.”

Platform
“The Salesforce platform is one of its core strengths. From the expandability of

AppExchange and available integrations to the security built into the cloud architecture,

Salesforce’s platform sets it apart from other CRM solutions.”

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Productivity

“Salesforce is proven to drive efficiency and growth. 38% of Salesforce customers report an

increase in sales productivity after adopting the platform.”

Mobile

“The Salesforce mobile app lets you run your business from anywhere, with on-the-go access

to all of your vital business information, including tasks and notifications, dashboards and

reports, and more.”

Community

 “Over 2.3 million members strong, the Salesforce Trailblazer community is an active

ecosystem of CRM users driving innovation and change in their businesses and within

the Salesforce ecosystem itself.”

 “Trailhead is Salesforce’s free, self-service platform for learning new skills, earning

professional credentials, and connecting to mentorship and job opportunities.”

Solutions externalized
Providers of application software will provide the organization with web-based CRM

solutions. This method is perfect if you need to rapidly execute a solution and the

organization has no internal expertise to come to grips with the work from scratch. If you are

already oriented to e-commerce online, it is also a successful solution (Grolleau, Ibanez, &

Lavoie, 2016).

Solutions off-the-shelf
Several tech businesses provide the incorporation of CRM systems with existing packages.

Such applications can be found in reduced-down versions for smaller companies. The way

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you invest in basic device components normally makes this the cheapest choice. The

downside is that the app does not always do just as you want and you can swap in features at

ease and expense (Sanad, Fidler, & McBride, 2010). The secret to performance is versatility

without too much sacrifice.

Customized Software
Consultants and software developers can customize or build a CRM framework and combine

it with the current software for the best of personalized CRM solutions. But it can be costly

and time-consuming. Make sure you decide precisely what you want if this choice is selected.

Typically this is the most costly choice and prices depend on the quotes the app provider

provides (Nucci & Stewart, 2013).

Managed Solutions

A halfway house between personalized and outsourced technologies requires the leasing of a

tailor-made CRM suite of applications. This may be cost-effective, but can mean the

accessibility needs to be sacrificed.

How to implement CRM

The introduction of the Customer Relationship Management (CRM) is better treated as a six-

stage process, from gathering and analyzing information about your clients to using it to

enhance your marketing experience (Payne, 2012)

Stage 1 - Data collection

The aim should be to gather the information you need to define and categorize your clients.

The firms with a website and an online customer service have the privileges of entering and

retaining their own records as customers shop.

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Step 2 - Information storage

A consolidated customer database helps you to run all your processes from the same source

and ensure that everyone uses up-to‐date information on a relational basis and the most

efficient way to save and administer your customer records.

Step 3 - Information access

The next move is to make this information accessible to workers in the most useful format for

locally gathered information.

Stage 4 – Consumer Content Review

You can start profiling customers and designing sales strategies by using data mining tools in

tablet programs which analyze data to detect trends or relationships.

Step 5 - More successful marketing

A limited number of consumers produce a substantial proportion of their income for certain

firms. You will compensate and target your most important consumers with CRM, in order to

better consider your customers' need, wishes and self-perception.

Step 6 - Customer service enhancement

Just as a small client community is the most profitable, a small number of complaining clients

often occupy an excessive number of workers. When you find and fix your issues efficiently,

your managers will have more time with other clients (Yerpude & Singhal, 2018).

Potential drawbacks
There are many reasons for not achieving the expected outcome if a customer relationship

management (CRM) approach is applied.

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 The company's dedication to introducing a CRM approach may be insufficient.

Cultural improvements can be needed to conform to a consumer strategy. There is a

possibility that customer relations will break down if someone inside the organization

does not agree to see their jobs in the perspective of consumers. As a consequence,

consumers are disappointed and profits can be wasted (Askool, Nakata, & society,

2011).

 Bad contact is possible to discourage buy-in. Both the appropriate persons in your

company need to know how and which data you need to use it to make CRM work.

 Weak leadership could create difficulties for any CRM strategy. The duty is to plan

each project with an example and to concentrate the customer on it. Do not do so if

the clients are not involved in a proposed strategy. Send the teams to the drawing

board to find a working solution.

 In one go, it is enticing but dangerous to attempt to incorporate CRM as the full

solution. It is best to split the CRM project in handy sections by developing pilot

projects and short-term milestones. Think about a pilot project which involves all of

the agencies and groups required but are limited and versatile enough to make

changes on the route (Kale, 2014).

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References
Appendix 1

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Appendix 2

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References

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Bloor, T., & Bloor, M. (2013). The functional analysis of English: A Hallidayan approach:

Routledge.

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supported by machine learning models coupled with general explanation methods: A

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Garrido-Moreno, A., & Padilla-Meléndez, A. J. I. J. o. I. M. (2011). Analyzing the impact of

knowledge management on CRM success: The mediating effects of organizational

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Grolleau, G., Ibanez, L., & Lavoie, N. J. J. o. B. R. (2016). Cause-related marketing of

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Jong, B.-S., Lai, C.-H., Hsia, Y.-T., Lin, T.-W., & Lu, C.-Y. J. I. T. o. E. (2012). Using

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Nadolny, L., Alaswad, Z., Culver, D., Wang, W. J. S., & Gaming. (2017). Designing with

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Woodcock, N., Green, A., Starkey, M. J. J. o. D. M., & Management, C. S. (2011). Social

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