Information Systems in Organizations 4.2 Customer Relationship Management Systems

Extra credit #2 5 points towards Exam #2 Find an article related to any topics on our curriculum. Article must bring together business and technology, and relate to one of our key learning objectives. Good places to look for articles are: InfoWeek, ComputerWorld, Business Week, Wall Street Journal, etc (hard copy or online article). Make sure to include your source. Summarize in one paragraph the key points of the article and why you think it is relevant to this class. Send your paragraph & article (link to the article or scanned copy) to me by April 25 (last class).

Learn IT Assignment #5 (last one!): Digital Identity Management (part 2) Complete part 5 only Analyze the data collected by Google Analytics Report on key metrics Send me the one page word document or bring a hard copy to class Due on Friday April 15 by 3 pm

What is CRM? Marketing Campaigns & Tactics Sales Leads, Sales Pipeline Sales Forecasting & Sales quota/attainment Results/Performance Customer Support and Help desk, Profile & Contact management

Just a System? CRM Procedures ProcessesStrategy

Build Your Own Study Guide Why Does My Company Really Need a CRM What are the key points from this reading? What is the value of CRM? Students will be called upon at random

? What kind of information is tracked in a CRM? How do companies use this data?

Build Your Own Study Guide Choosing CRM Software What are the key points from this reading? When is it appropriate to use CRM? What are the key features of CRM? What are the benefits of CRM? Students will be called upon at random

Benefits of a CRM

Build Your Own Study Guide Surprising CRM Statistics What are the key points from this reading? Students will be called upon at random

By the numbers… Forecasts from Gartner anticipate that the customer relationship management market will be worth $36.4 billion worldwide by CRM offers an average return of $5.60 for every $1 spent Productivity increased by 15% when they had mobile access to CRM applications. 30% of marketers say having disparate data sources is a main reason why they can’t glean useful insights from customer data

Evolution of CRM Customer Relationship Management – Early Goal: help businesses build and maintain relationships with new and existing customers – New Goal: manage sales, marketing, point-of-sale (POS), accounting, vendor and other types of operational data, all in one easily accessible solution

Evolution of CRM

Build Your Own Study Guide 6 Examples of How to Use CRM Dashboards What are the key points from this reading? Students will be called upon at random

Why is this better than….

…this?

? So why can’t I just use my ERP to do this?

Build Your Own Study Guide Difference Between CRM and ERP What are the key points from this reading? Students will be called upon at random

Build Your Own Study Guide CRM & ERP – What’s the Difference? What are the key points from this reading? Students will be called upon at random

CRM & DATA PLANNING In-Class Activity… April 1

CRM: TRACKING CUSTOMER AND SERVICE INFORMATION In-Class Activity… April 4