BSA 310 WEEK 5 DQ 1 and DQ 2
BSA 310 WEEK 5 DQ 1 and DQ 2
Popular in Course
verified elite notetaker
Popular in Department
This 0 page Study Guide was uploaded by kimwood Notetaker on Friday November 13, 2015. The Study Guide belongs to a course at a university taught by a professor in Fall. Since its upload, it has received 18 views.
Reviews for BSA 310 WEEK 5 DQ 1 and DQ 2
Report this Material
What is Karma?
Karma is the currency of StudySoup.
You can buy or earn more Karma at anytime and redeem it for class notes, study guides, flashcards, and more!
Date Created: 11/13/15
Based on the article by Thakur et al 2006 define a customer relationship management CRM system Identify and explain the seven critical questions a firm needs to answer before implementing a CRM system tn nrqni serve7 and retain mmtnmerq Fffer tive strategies A customer relationship management system CRM is the process company s use re implemented that contribute to continuous improvement of customer relationships Failure of CRM systems is often due to an organizations inability to address seven critical steps of CRM success The seven critical steps are as followed 1 Customers are the number one focus of CRM strategies Firms should configure CRM processes around customer satisfaction rather tlhan products Customers must have the ability to communicate with upper levels of management 2 Classify customers based U11 their level of importance Focus attention on relationshiporientated customers who have a higher potential of loyalty 3 Deliver the best value to prioritized customers Firms can deliver better quality service by identifying who the top middle and lower end customers are 4 Plan strategically Extensive plan is vital to successful CRM systems 5 Create customer strategies Develop strategies that establish loyalty and creates a positive situation for customers Plan strategies based on customer needs and wants Listen to customer concerns in order to develop efficient strategies 6 Appropriate software selection Choosing software that optimizes sales and marketing strategies for current and future needs is critical to CRM operations 7 Implementation of the developed CRM plan requires qualified people effective design and leading technology Training Will contribute to the success of an adequate CRM program Based on Welch and Kordysh s 2007 article What are the seven best practices for Enterprise Resource Planning ERP implementation Describe two of the best practices in greater detail The seven best practices are 1 Secure executive alignment for the broadbased ERP plan 2 Establish the right governance model 3 Emphasize business process transformation 4 Ensure ongoing ERP support 5 Address organizational needs headon 6 Keep the business mission top of mind and 7 Manage IT infrastructure relentlessly 3 Emphasize business process transformation Changes to the business process are the most important aspect of the ERP transformation Managing prnr eqq r hnngeq mnqt nr r nr hefnre7 during and 2f 91 implementation of a new ERP process Continuous improvement plans must be define in order to measure long term ERP goals A staged approach has proved effective when implementing and maintaining ERP processes Failure to develop adequate plans for ERP transformation provides little benefit for company improvement 5 Address organizational needs head on Iruplerueutiug new 1uusiuess piueesses requires 111aju1 adj ust uents to Company StI39llCtllI C and operations Considerations for addressing organizational needs are updating traditional roles upgrading analytical skills and capabilities recruiting specialized roles adjusting job descriptions and pay scales Applying change management will ensure post implementation of ERP processes are successful
Are you sure you want to buy this material for
You're already Subscribed!
Looks like you've already subscribed to StudySoup, you won't need to purchase another subscription to get this material. To access this material simply click 'View Full Document'