1. Information Systems in Organizations 4
Information Systems in Organizations 4.2 Customer Relationship Management Systems

2. Roadmap Week 1: Intro to MIS Week 2: Systems Analysis
What is MIS?
Week 2: Systems Analysis
Swimlanes
Week 3: Systems Analysis
ERDs
Week 4: Systems Analysis
ERP
Week 5
Exam #1
Learn IT! #1
Week 6: Organizational Systems
Decision Support
Knowledge Mgmt
Week 7: Organizational Systems
SCM
Week 8: Organizational Systems
CRM Systems
Week 9
Exam #2
Learn IT! #2
Week 10: JavaScript Basics
Hello World, Variables, Input and Output
Week 11: JavaScript Basics
Assignment, Mathematical and Sting Operators
Week 12: JavaScript Basics
Logical Operators and Conditional Logic
Week 13: JavaScript Basics
Loops
Week 14: JavaScript Basics
HTML & CSS
Exam #3
Learn IT! #3

3. Learn IT! #2 Digital Identity Management
Part 5 of Learn IT! #1
Revisit your Google Analytics page
Define terms & find actual data
How could you make the numbers better?

4. Common Organizational Systems
4.1 Supply Chain Management Systems 4.2 Customer Relationship Management Systems

5. Required Reading Why Does my Business Need a CRM System?
Choosing a CRM Software: A Buyer’s Guide
6 Examples Of How To Use CRM Dashboards
CRM & ERP: What’s the Difference?
Key Differences Between CRM & ERP

6. What is CRM? Marketing Sales Customer CRM Video Campaigns & Tactics
Leads,
Sales Pipeline
Sales Forecasting &
Sales quota/attainment
Results/Performance
Customer
Support and Help desk,
Profile & Contact management
Optional 4 min video :
CRM Video

7. Why Does My Business Need a CRM System?
Does a company really need CRM software?
All companies naturally conduct CRM even without software
What is CRM?
Mix of strategic processes and procedures
CRM software provides structure necessary to connect customer touchpoints
What businesses need CRM?
Depends on size, needs, type of business

8. Required Viewing 1/3 Objectives: Define what a CRM is
“Customer Relationship Management”
Software used to collect information about customers and manage relationships with them
Recognize what kind of data is collected in a CRM
Identify how that data is utilized by a company
What is CRM? Video

9. CRM Just a System? Strategy Processes Procedures
A CRM is a mix of strategic processes and procedures - the essence and foundation of how a business operates. Talk about how CRM software is a tool that should provide the structure necessary to connect the majority of customer “touch points”, and as such aid in discovering more about business trends and ultimately enabling teams to operate much more efficiently and effectively.
Use this as a spring board to discuss how no matter what industry you might be in, CRM functionality is a necessary tool for success in today’s environment.
Customers access companies through many channels and it is important to have a full profile of the customer for many reasons

10. ?
What kind of information is tracked in a CRM? How do companies use this data?
Get students talking about what kinds of information is tracked in a CRM?
contact information,
purchase histories,
Browsing habits
ways and times they've interacted with your company (and reasons why),
demographics,
interests,
personal preferences
Customer Service issues
You can then use this information to segment customers for marketing purposes or to easily search for customers who fit specific criteria or work with customers on issues
Do students realize that CRMs can also track data about other parties you interact with and need for business? Vendors, contacts, partners,
As with customer lists, these contacts can include all types of information and can be labeled and categorized based on their specific attributes. 
- See more at:

11. What is CRM? Video

12. CRM Processes Lead Generation Prospecting Lead Nurturing Conversion
After Sales Support
Reengagement
What is CRM? Video

13. What is CRM? Video Full profile of the customer/lead
Full information on what is happening, who is doing what, what needs to be done….
What is CRM? Video

14. Required Viewing 2/3 Objectives: Review the evolution of the CRM
How have the goals of CRM changed over time?
Identify the benefits of utilizing a CRM

15. Benefits of a CRM Benefits of CRM Video Benefits of CRM
Regardless of which type of CRM product your business chooses, they offer some of the same benefits, allowing you to do the following:
Realize which customers produce the most profit. By analyzing buying behaviors and other customer data, your business can gain a better understanding of who are your best customers. You can differentiate between the customer who provide the highest profit margins and those that simply bring you the most revenue. You could use that information to provide them a better type or tier of customer service for better customers.
Analyze buying patterns. More understanding of customer buying patterns can, again help you spot potential high-value customers so that you can make the most of your sales opportunities with those customers.
Maximize per-customer profits. Data gleaned from CRM can help you lower the cost of selling to certain customers and help you increase profits from those customer interactions.
Benefits of CRM Video

16. Improved Customer Experience
Benefits of a CRM
Collaboration
Efficiency
Data, Data, Data
Accountability
Improved Customer Experience
Benefits of CRM Video

17. Choosing a CRM Software: A Buyer’s Guide
How much does CRM software cost?
Subscription-based pricing
What features should you look for in CRM software?
Questions to ask when evaluating CRM software
What kind of business is it built for?
How easy is it to use?

18. 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
Benefits of CRM Video

19. Evolution of CRM
Benefits of CRM Video

20. ? So why can’t I just use my ERP to do this?
We spent time talking about why companies need ERPs and what they do – spend some delineating between an ERP and a CRM so that students can understand the differences & nuances.

21. CRM & ERP: What’s the Difference?
Both
Increase overall profitability of a business
Share standardized information throughout business
What is CRM?
System for recording and storing all information related to customer interactions
What is ERP?
Focus on the your internal business operations
CRM? ERP? Both?
Depends on size and complexity of business
While CRM and ERP are both enterprise systems that increase the profits of companies, the goal of ERP is to reduce costs by making business processes more efficient while the goal of CRM is to increase revenue.

22. Required Viewing 3/3 Objectives:
Identify difference between an ERP and a CRM
ERP
Back office support: accounting, production
CRM
Front office: communicate with customers, increase sales
Two systems typically integrated
Describe why companies use dashboard and data visualization in the decision-making process

23. Record & store customer interactions
What’s the Difference?
Record & store customer interactions
Streamlining the sharing of information across departments
CRM – Focus on the Customer
ERP – Focus on the Business
CRM is defined as a software that lets the organization to trace every transaction with the clients and customers. ERP refers to a software program that helps the company to manage its business processes, going on across the company.
ERP consolidates the information provided by various functional groups of the organization through systems like CRM, Supply Chain Management  (SCM), Human Resource Management (HRM) etc.
ERP was developed earlier than CRM.
The CRM is mainly utilized in conducting back office activities, whereas ERP is used in accomplishing back office activities.
CRM is oriented towards the management of customer relationship with the enterprise while ERP is mainly concerned with planning the resources of the organization to ensure its best possible use.
CRM focuses on increasing sales, but ERP gives emphasis on reducing costs.

24. Increase profits by producing greater sales volume
What’s the Difference?
Increase profits by producing greater sales volume
Reduce capital spent on inefficient processes
CRM – Focus on the Customer
ERP – Focus on the Business
CRM is defined as a software that lets the organization to trace every transaction with the clients and customers. ERP refers to a software program that helps the company to manage its business processes, going on across the company.
ERP consolidates the information provided by various functional groups of the organization through systems like CRM, Supply Chain Management  (SCM), Human Resource Management (HRM) etc.
ERP was developed earlier than CRM.
The CRM is mainly utilized in conducting back office activities, whereas ERP is used in accomplishing back office activities.
CRM is oriented towards the management of customer relationship with the enterprise while ERP is mainly concerned with planning the resources of the organization to ensure its best possible use.
CRM focuses on increasing sales, but ERP gives emphasis on reducing costs.
Both lead to increased profitability!

25. CRM and ERP
“Deciding which system is more important is like deciding between having an engine or having a steering wheel in a car. CRM is the engine that drives a business. It improves sales and increases profits. ERP is the steering wheel—it allows a business to be guided with precision, and to steer around obstacles well in advance. ERP and CRM working together make it much easier for a business to increase profits while reducing costs.”
TOP LINE
BOTTOM LINE

26. ERP VS CRM Video

27. CRM by the numbers…
Size matters. 91% of companies with more than 11 employees use a CRM system, compared with 50% of companies employing fewer than 10 people..
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
Why? Discuss why these stats make sense – and what they mean!
There are some other cool stats in this article – might be good to review
ERP VS CRM Video

28. 6 Examples Of How To Use CRM Dashboards
Information with a purpose
Dashboards quickly provide user with quick overview of data related to particular job function or department
Developed with user feedback to ensure usefulness and relevance
Dashboard examples
Sales, Marketing, Customer Support
Like gauges on car dashboard: indicators that lead to action
One tool among many
Need to know your requirements, what kinds of info to display

29. Dashboards ERP VS CRM Video
The CRM dashboard – why is it important? Who is looking at it?
Though the circumstances of their creation are typically far less dire than those of the HealthCare.gov website, CRM dashboards serve the same general purpose: to quickly provide a user, manager, or administrator with a quick overview of data related to a particular job function or department.
ERP VS CRM Video

30. Why is this better than….
Pair with next slide to discuss why the dashboard is much easier than columns of data – especially for decision making
Have students look at their Learn IT 2 dashboard before next week!
ERP VS CRM Video

31. This?
ERP VS CRM Video

32. Roadmap Week 1: Intro to MIS Week 2: Systems Analysis
What is MIS?
Week 2: Systems Analysis
Swimlanes
Week 3: Systems Analysis
ERDs
Week 4: Systems Analysis
ERP
Week 5
Exam #1
Learn IT! #1
Week 6: Organizational Systems
Decision Support
Knowledge Mgmt
Week 7: Organizational Systems
SCM
Week 8: Organizational Systems
CRM Systems
Week 9
Exam #2
Learn IT! #2
Week 10: JavaScript Basics
Hello World, Variables, Input and Output
Week 11: JavaScript Basics
Assignment, Mathematical and Sting Operators
Week 12: JavaScript Basics
Logical Operators and Conditional Logic
Week 13: JavaScript Basics
Loops
Week 14: JavaScript Basics
HTML & CSS
Exam #3
Learn IT! #3