CIS500 Discussion Reply
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CIS500DiscussionResponseReqs.docxCIS500 discussion post responses.
Respond to the colleagues posts regarding:
"Enterprise Systems" Please respond to the following:
The executive management team of a medium-sized business wants to be more customer focused in the marketplace. Because you oversee the CRM, you have been assigned to support the newly-created social media marketing plan:
· What are the best steps to identify customers and the different ways they use to contact your company? Defend your answer.
· Explain to the executive management team how the steps you recommended will be incorporated in the organization’s ERP.
SH’s post states the following:Top of Form
Enterprise systems (ES) are large-scale enterprise software packages that support business processes, information flows, reporting, and data analytics in complex organizations [1]. Customer relationship management (CRM) is method to keep company’s interaction with the customers to help in increase of business.
Steps to identify customers:
· You need to have a complete understanding about your services/products in view of customer. What you offer to the customer who will get more benefits from you and what are the problems you will solve for them.
· Think about the customers satisfactions from you and also vice versa and you figure it out that your current customer ratio is too low. Determine your number of customer goals from your business.
· Your past interactions with the customer. Try to enhance your skills and learn from your mistake you have done in past.
· Create a customer profile for your business. Do customers survey what they are really looking for?
· Care about the customer after done with everything now you and your team will be on the same page for your business.
Ways to contact your company:
Contact Center is where the customer can contact about their inquires to the customer service representative by email, call or chat.
Web Based Self Service allow customer to use the website and find his answers about any issues.
Call scripting gather all the information about product and resolve issues related to the product that can be done automatically in form of script. So customer service representative can read it for the customers.
Incorporated in the organization’s ERP: Goal of ERP is to combine all the organizational systems into one fully functioning, highly efficiency system that is capable of the business needs and customer requirements. By keeping in mind and follow all the above rules will give more efficient and perfect structure.ERP system will enhance the decision making strategy and any change management in the system. It will include[2]
· Drive Cost efficiencies.
· Faster time to market.
· Better enable mobile workforce.
· Better leverage data to provide insights.
· New product development
References:
1.https://en.wikipedia.org/wiki/Enterprise_software#Enterprise_system
2.Information systems 4th edition by Baltzman (page#243)
JA’s post states the following:Top of Form
Good morning everyone,
As stated in the text, most companies understand that competitors are just a mouse-click away. They also understand that people are their greatest asset. Great customer service should be at the fore of any business plan. That is if you wish for your business to thrive and not just break even. Companies that understand individual customer needs are best positioned to achieve success. In other words, take care of each and every customer as if the viability of your company depends on it. Competition is fierce in today’s marketplace; your business can boom or bust with just one tweet! As an illustration, Domino’s currently has a Make It Right campaign; it is delivery and carryout insurance for your pizza. Let’s say they forgot to include breadsticks with your order; or your pizza arrived cold on delivery; or you dropped your pizza shortly after leaving the store; their guarantee is if you are not completely satisfied with your experience, Dominos will make it right or refund your money. No dissatisfied customers or bad tweets here!
Consequently, here are 6 steps to identify your ideal customer(s): (a) define your product or service; (b) define the ideal customer for what you sell; (c) determine the specific benefits your customer is seeking; (d) determine the location of your customer; (e) determine exactly when your ideal customer buys your product; and (f) determine your customer’s buying strategy. In addition the communication channels a customer may use to contact the company include: call centers, web access, twitter, Facebook, blog, text, email, sales representatives, fax, and cell phone. Customer Relationship Management (CRM) systems track every communication between the customer and the organization and provide access to cohesive customer information for all business areas from accounting to order fulfillment (pg. 225)
Next, my explanation to the executive management team about the incorporation of the aforementioned steps is as follows: We know that Enterprise Resource Planning (ERP) systems share data supporting businesses within and across departments. Consequently, we will use a common data repository which allows every department to store and retrieve information in real-time allowing information to be more reliable and accessible; and a module software design which divides the system into a set of functional units (modules) that can be used independently or combined with other modules for increased business flexibility (pg. 235).
