ITTIHAD UNIVERSITY

COLLEGE OF MANAGEMENT AND INFORMATION SYSTEMS

Student Name: Zubaidah Abdul Rehman Al Din
Student ID: 20042080
Course: Information Systems and Tehnolo!y " Assi!nment #ne
$ana!in! CR$ throu!h IT
CRM through IT in an Organization or Company
Customer Relationshi% $ana!ement &CR$' o(ers methods and tehnolo!ies used by om%anies to
mana!e their relationshi%s )ith lients* Information stored on e+istin! ustomers &and %otential ustomers'
is analy,ed and used to this end* Automated CR$ %roesses are often used to !enerate automati
%ersonali,ed mar-etin! based on the ustomer information stored in the system*
In Com%anies or #r!ani,ations a CR$ system should:
Identify fators im%ortant to lients
.romote a ustomer"oriented %hiloso%hy
Ado%t ustomer"based measures
De(elo% end"to"end %roesses to ser(e ustomers
.ro(ide suessful ustomer su%%ort
/andle ustomer om%laints
Tra- all as%ets of sales
In its broadest sense0 CR$ o(ers all interation and
business )ith ustomers* A !ood CR$ %ro!ram
allo)s a business to a1uire ustomers0 %ro(ide
ustomer ser(ies and retain (alued ustomers*
Customer ser(ies an be im%ro(ed by:
.ro(idin! online aess to %rodut
information and tehnial assistane around the lo-
Identifyin! )hat ustomers (alue and de(isin! a%%ro%riate ser(ie strate!ies for eah ustomer
.ro(idin! mehanisms for mana!in! and shedulin! follo)"u% sales alls
Tra-in! all ontats )ith a ustomer
Identifyin! %otential %roblems before they our
.ro(idin! a user"friendly mehanism for re!isterin! ustomer om%laints
.ro(idin! a mehanism for handlin! %roblems and om%laints also orretin! ser(ie defiienies
Storin! ustomer interests in order to tar!et ustomers seleti(ely
Page 1 of 4
ITTIHAD UNIVERSITY
COLLEGE OF MANAGEMENT AND INFORMATION SYSTEMS
Student Name: Zubaidah Abdul Rehman Al Din
Student ID: 20042080
Course: Information Systems and Tehnolo!y " Assi!nment #ne
$ana!in! CR$ throu!h IT
.ro(idin! mehanisms for mana!in! and shedulin! maintenane0 re%air0 and on"!oin! su%%ort
IT Tehnial Considerations:
Salability: the system should be hi!hly salable0 as the (olume of data stored in the system
!ro)s o(er time
Communiation hannels: CR$ an interfae )ith a (ariety of different hannels &%hone0 2A.0
Internet et*'
2or-flo) " a om%any3s business %roesses need to be re%resented by the system )ith the ability
to tra- the indi(idual sta!es and transfer information bet)een ste%s
Assi!nment " the ability to assi!n re1uests0 suh as ser(ie re1uests0 to a %erson or !rou%*
Database " the means of storin! ustomer data and histories &in a data )arehouse'
Customer %ri(ay onsiderations0 suh as data enry%tion and le!islation*
Page 2 of 4
ITTIHAD UNIVERSITY
COLLEGE OF MANAGEMENT AND INFORMATION SYSTEMS
Student Name: Zubaidah Abdul Rehman Al Din
Student ID: 20042080
Course: Information Systems and Tehnolo!y " Assi!nment #ne
$ana!in! CR$ throu!h IT
E-CRM
E-CRM is the eletroni based (ersion of CR$* The 4ser of an 5"CR$ solution uses the soures of the
internet to inrease the relationshi% to the ustomer* 2eb"based CR$s an easily handle the relationshi%s
bet)een Central Sales $ana!ement0 Re!ional Sales #ffies and their sales%eo%le* The system %resents
eah user a uni1ue (ie) of their CR$ data0 )hihe(er role they6re in 7 )hether it6s entral sales
mana!ement0 ustomer are0 sales administration0 re!ional sales mana!ement or in a re!ional sales
team*
The ene!it"#
e"tranet CR$ )ill benefit your or!ani,ation and your staff* If you )ant to deli(er effiieny sa(in!s and
im%ro(e on(ersion rates then this is the Sales CR$ %rodut for you8
The Feature"#
e"tranet CR$ is a )eb"based CR$ solution for Sales $ana!ement0 Sales Administration0 and Sales
9ore that3s so%histiated but easy to use* It is feature"rih0 but )e !uarantee that you3ll use all of them0
)hate(er your :ob role*
Page 3 of 4
ITTIHAD UNIVERSITY
COLLEGE OF MANAGEMENT AND INFORMATION SYSTEMS
Student Name: Zubaidah Abdul Rehman Al Din
Student ID: 20042080
Course: Information Systems and Tehnolo!y " Assi!nment #ne
$ana!in! CR$ throu!h IT
CR$ soft)are solutions and ICT &information and ommuniations tehnolo!y':
Soft)are and ICT %lay a si!nifiant %art in enablin! an effeti(e CR$ a%ability0 es%eially in lar!e
or!ani,ations*
There are many and (arious systems a(ailable0 and it is im%ortant to ha(e a lear idea of your
re1uirements durin! the soft)are solution seletion %roess0 )hih for most or!ani,ations )ill also in(ol(e
the seletion of ICT ser(ie %ro(ider too0 sine any soft)are solution0 for all but (ery small om%anies0
!enerally re1uires su%%ort for s%eifyin!0 im%lementation0 trainin! and maintenane*
Siebel0 Sa!e &)ho no) %ro(ide the )ell"-no)n A%a CR$ solutions'0 and 9ront Ran!e &)hose %rodut
is ;oldmine' are all si!nifiant and %ro(en CR$ soft)are %roduts om%anies* There are many others0
and (ery many more ICT ser(ie %ro(iders throu!h )hom distribution and su%%ort is normally arran!ed*
As )ith any ICT %ro:et0 ensure you )or- )ith reliable and -no)led!eable ad(isors0 )ith aess to ost"
effeti(e %ro(en solutions0 )ho an hel% you to build and im%lement an effeti(e CR$ soft)are and ICT
a%ability*
Re!eren$e"#
htt%:<<)))*e"tranet*o*u-<
htt%:<<dmo,*or!<=usiness<5"Commere<Customer>Relationshi%>$ana!ement<
htt%:<<)))*)or-siene*o*,a<ideas<#5?20redraft?20200@?20"?20/o)?20to?20really?20und
?20ustomers*%df
htt%:<<)))*io*om<enter%rise<rm<
htt%:<<)))*rmbuyer*om<story<AB4@A*html
htt%:<<rm*%h%ma!a,ine*net<strate!y<
Arti$%e" Re!eren$e"#
htt%:<<)))*rm2day*om<rm>strate!y<rm>strate!y"22*%h%
Page 4 of 4