Project Management

Part A- Customer Relationship Management

 

Question Answer
Developing a CRM strategy is discussed in chapter 8 of the Valacich book. What changes are necessary for an organization to successfully implement a CRM? There are some changes are necessary for an organization to successfully implement a CRM. These changes include policies and business process customer service, employee training, data collection analysis and sharing.
In chapter 8 of the Valacich book, the terms analytical CRM, collaborative CRM and operational CRM are introduced. According to the book, what is an analytical CRM?What is a collaborative CRM?What is an operational CRM? Analytical CRM: system for analyzing customer behavior and perceptions to provide business intelligence (BI). Example is price, quality, and overall satisfaction.Collaborative CRM: system for providing effective and efficient communication with the customers from the entire organization. This system allows users to sharing their information across the department of an organization in order to get more customer satisfaction and loyalty.

 

Operational CRM: system for automating the fundamental business processes-marketing sales, and support for interacting with the customer

List one function that a CRM performs for sales organizations (from the Microsoft site). One function that a CRM perform for the sales organization is a track sales opportunity.
List one function that a CRM performs for marketing organization (from the Microsoft site). One function that a CRM performs for marketing organization is to plan and track activities for a specific region. This data provides the marketing organization with information regarding opportunities in certain areas.
List one function that a CRM performs for customer service organization (from the Microsoft site). One function that a CRM perform for customer service organization voice over internet protocol allows employees to have the tools, product information readily available to identify appropriate product and service for clients

 

Part 2-Decision Support System

 

Which Sales Plan scenario provides the highest total revenue (razor & blades) over the life of the product? Sales plan scenario 3 provides the highest total revenue (razor &blades) over the life.
Which Sales plan scenario provides the highest level of the total profit (razor & blades) over the life of the product? Sales plan scenario 3 provides the highest level of the total profit (razor & blades) over the life of the product
Can it make sense to sell razors at a loss, in order to maximize revenue and profit?Why? It make sense that to sell products at a loss in order increase revenue and profit, because customer will purchase blades once in a while and company can has more margin in blades in order to make up for the loss in razors.
As a manager using this DSS application, which Sales Plan would you choose?Why? If I would be manager using a DSS application. I would pick sales plan 3 because it has highest profit at revenue. As a manager, I would like to increase my sale and profit in order for the business to grow and stay competitive against the competitors.

 

Sales plan 1:

4

 

Sales plan 2

3

 

Sales plan 3

2

 

Sales plan 4

1

Part 3: Business Intelligence

 

Which customer spent the least amount of money in February? McGrath was the one that spent least amount money in month of February.
Which customer spent the most in February and which sales person was responsible for the majority of these sales? Rose Clair was the one that spent most of the amount money in month of February.  Dakic was responsible for the majority of these sales.
Which product provided the most revenue? The product that provide the most revenue is Bike
Which salesperson provided the most sales revenue? Dakic is the person that provides the most sales revenue.

 

Leave a reply

required