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CRM & DSS Integration at Umniah

A decision support system (DSS) helps make structured and unstructured decisions by generating predictions about customer behavior. DSS can be fully automated or involve human input, and can be customized for any industry. DSS present information to users in an easy-to-use format. Customer relationship management (CRM) systems collect customer data from various sources to understand individual needs and improve customer satisfaction. CRM uses data mining techniques to identify patterns in large datasets and notice behavioral changes in customers. Umniah, a leading telecom company in Jordan, uses an Oracle CRM system across business units to provide accurate reports and indicators to help managers enhance services and make informed decisions.

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Muna Abdulwahed
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138 views8 pages

CRM & DSS Integration at Umniah

A decision support system (DSS) helps make structured and unstructured decisions by generating predictions about customer behavior. DSS can be fully automated or involve human input, and can be customized for any industry. DSS present information to users in an easy-to-use format. Customer relationship management (CRM) systems collect customer data from various sources to understand individual needs and improve customer satisfaction. CRM uses data mining techniques to identify patterns in large datasets and notice behavioral changes in customers. Umniah, a leading telecom company in Jordan, uses an Oracle CRM system across business units to provide accurate reports and indicators to help managers enhance services and make informed decisions.

Uploaded by

Muna Abdulwahed
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd

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DSS in CRM at Umniah


telecommunication
company
 
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Decision Support Systems:

 A decision support system (DSS) is a computerized system that


helps making structured and unstructured decisions easily and
is generated to predict the behavior of a new customer.
 A DSS can be either fully computerized or powered by humans.
 Decision support systems can be tailored for any type of
industry that ever existed.
 The main purpose of a DSS is to present information for users in
the easiest most effortless way possible.
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Decision support systems in customer relationship
management:

 CRM is a kind of technology that is used to help manage all of


the company’s relationships with customers in order to improve
business relationships.
 What it does is that it collects data from various means of
communication channels.
 Companies today are focusing on understanding individual
customer needs, to help them improve the quality they offer in
the marketplace.
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Decision support systems in customer relationship
management:

 Data mining is the extraction of usable data from a heavy


volume set of raw data.
 The use of data mining techniques in CRM helps it in realizing
new patterns and behavioral changes regarding the customers.
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Umniah

 Umniah is a leading telecommunication company in Jordan, that


is known for being the fastest growing telecommunication
company in the region.
 Umniah utilizes a CRM system by Oracle which is used by more
than one business unit.
 The CRM system ultimately provides accurate reports, and
those reports give the managers indicators on what service to
enhance and can give decision support on all managerial levels.
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Final thoughts and recommendations:

 Decision support system (DSS) and CRM are vital systems that
complete each other in almost everything.
 They work in a very similar way, as they both gather information
about customers purchasing and use it to fix issues and reach a new
level of customer satisfaction.
 The unique thing that Umniah has applied was mixing these 2
systems up under the oracle program banner.
 Finally, I would like to recommend Umniah to keep upgrading its
system with more packages and deals to increase its customer
loyalty and satisfaction and reach its full potential.
z

Thank you

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