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Principles of Information Systems ...

12th Edition
Ralph Stair + 1 other
Publisher: Cengage Learning
ISBN: 9781285867168

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Section
BuyFindarrow_forward

Principles of Information Systems ...

12th Edition
Ralph Stair + 1 other
Publisher: Cengage Learning
ISBN: 9781285867168
Chapter 9, Problem 9RQ
Textbook Problem
225 views

Identify and briefly describe at least four key business capabilities provided by the use of a CRM system.

Program Plan Intro

Customer Relationship Management (CRM):

  • A system that helps a company to manage all aspects of customer encounters, including marketing, sales, distribution, accounting and customer service.
  • The objective of CRM is to recognize and anticipate the requirements of present and potential customers to rise customer holding and reliability while enhancing the technique that products and services are retailed.

Explanation of Solution

Key features of a CRM system:

Contact management:

  • The skill to track and access data from individual customers and sales leads from any part of the organization.

Sales management:

  • The skill to organize data about customers and sales leads and then arrange the potential sales chances and recognize suitable next stages.

Customer support:

  • The skill to support customer service agents so it will be easy to respond to customer demands.
    • These communication skills resolve customer problems while gathering and storing data.

Marketing automation:

  • The skill to capture and study all customer interactions, creating appropriate answers, and collecting data to make and form effective and well-organized marketing campaigns...

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Chapter 9 Solutions

Principles of Information Systems (MindTap Course List)
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Ch. 9 - Which of the following is not one of the basic...Ch. 9 - OLTP stands for ______. a. only last time...Ch. 9 - The specific business needs and goals of the...Ch. 9 - Which of the following is not an objective of an...Ch. 9 - Business data goes through a cycle that includes...Ch. 9 - Unfortunately, there are few choices for software...Ch. 9 - Capturing and gathering all the data necessary to...Ch. 9 - Small organizations were among the first to adopt...Ch. 9 - The individual application modules included in an...Ch. 9 - __________ software helps a customer manage all...Ch. 9 - The hosted software model for enterprise software...Ch. 9 - ______________ is software used to analyze the...Ch. 9 - Many multinational companies roll out standard IS...Ch. 9 - Identify and briefly describe six basic...Ch. 9 - Provide a data processing example for which the...Ch. 9 - What is an enterprise system? Identify and briefly...Ch. 9 - What are best practices?Ch. 9 - Define supply chain management (SCM).Ch. 9 - What is a Tier I ERP software vendor?Ch. 9 - Identify and discuss some of the benefits that are...Ch. 9 - How does materials requirement planning support...Ch. 9 - Identify and briefly describe at least four key...Ch. 9 - Identify the basic business processes included...Ch. 9 - Discuss the difference between discrete and...Ch. 9 - What is source data automation? What benefits can...Ch. 9 - Identify and briefly discuss five challenges to...Ch. 9 - Assume that you are the owner of a small bicycle...Ch. 9 - Why were SMEs slow to adopt ERP software? What...Ch. 9 - Briefly describe the hosted software model for...Ch. 9 - Explain how CAD, CAE, and CAM software can work...Ch. 9 - In what ways is the implementation of a CRM system...Ch. 9 - You are a member of the engineering organization...Ch. 9 - What benefits should the suppliers and customers...Ch. 9 - Many organizations are moving to a collaborative...Ch. 9 - Do research online to find several sources that...Ch. 9 - Using the Web, identify several software services...Ch. 9 - What problems had the YIOULA Groups stand-alone...Ch. 9 - What are the advantages of ERP systems over...Ch. 9 - What immediate and long-term needs did...Ch. 9 - The YIOULA group adopted a general ERP system that...Ch. 9 - What needs did the Kerry Groups new ERP system...Ch. 9 - Kerry Group is taking a slow and methodical...Ch. 9 - Why should Kerry Group standardize on one ERP...Ch. 9 - What are the advantages and disadvantages to using...Ch. 9 - Judging from the ERP features, how important is an...Ch. 9 - What consideration do you think led Altitude...Ch. 9 - What challenges lay ahead for Altitude Online as...Ch. 9 - How might the ERP affect Altitude Onlines future...

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