The video gives an overview of customer relationship management. It discusses how customers contact are made up from several people. Information about contact like name, address,emails, and so on could be managed in the contact level and company level. Therefore customer relationship management means attracting and retaining customers (customers expectations) .
Published by DiscoverSugarCRM, 14th October 2009
The video displays the 3D class room content using a DLP projector for interactive and effective learning. Interactive 3D solutions have been shown to increase students attention levels by 92% and increase test scores by 35% – while at the same time creating a new level of engagement for students and staff any time, anyway.
The video explains vividly how to develop business strategy in information system to gain a competitive edge and aligning them to the different functions in an organization. The objectives of the session are:
Identify and describe important features of organizations that managers need to know about in order to build and use information systems successfully; Demonstrate how Porter’s competitive forces model helps companies develop competitive strategies using information systems; and Explain how the value chain and value web models help businesses identify opportunities for strategic information system applications. In conclusion the session examines how information systems support the strategies of business organizations.
Laudon, K. C. and Laudon, J. P. (2010) Management Information Systems: Managing the Digital Firm, Global Edition, 11th Edition. © 2010. Pearson Higher Education (ISBN-13: 978-0-13-609368-8)
According to Kochan, (1992), Information Technology strategy can be broken down into three dimension namely; Information technology scope
Systemic competencies and
Information Technology governance
I learnt on the term information system. Information system can be seen as a set of component that work together to store, process and deliver result, just as the digestive system works with other parts of the body to aid digestion.
In addition to this, I learnt on the concept of supply chain management which mean all groups or any group involved in the procurement of raw product either directly or indirectly.
Finally, I learnt on customer relationship management which deals with the combination of people, process and technology. That is the way in which customers expectations are being achieved and handled, through clear/efficient communications, quality products (deliverables) as well as comfortable environment. However, customer relationship management could be divided into operation and analytical. Operational customer relationship management involves systems that deals directly with the customers while analytical customer relationship management involves all the system that do not deal directly with the customers (strategic analysis).
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