IT Solution (CRM)

·         Answer the thought questions posed below.  Your response to the thought questions will be the outline for your discussion essay.

·         Write an essay that clearly articulates your responses to the thought questions.  The essay must be grammatically correct and provide a reasoned discussion of your point of view on the topic.

·         In addition to the textbook and Course Modules, you may need to complete some external research to fully develop the essay.

·         Do NOT just list and answer the thought questions. The thought questions must NOT be placed in the essay response.

·         You must craft a grammatically correct essay based on your responses to the thought questions.

·         Post your essay as response to this conference by January 15.

·         Change the Subject line to a title that summarizes your essay.

·         Select at least two of your classmates’ responses and provide a reasoned explanation why you agree or disagree with their comments by January 18.  Simply stating you agree or disagree will not be successful.

·         Do not just post and disappear.  Be sure to return to address follow-up questions and discussions.

The discussion thought questions are as follows:

1.      You are the Systems Analyst participating in the Systems Planning phase for a new CRM enterprise solution.  The project manager asks you to further describe the business processes as it to the organization’s customers. Specifically, the project manager wants to know which customer oriented business process is likely to be most impacted.

1.      What are the transactions, events and results that must be thoroughly reviewed and included in the new business process model (BPM)?

1.      Who in the organization will you need to interview concerning the customer oriented business process that you selected?