DISCUSSION 5

PART ONE

Read the supplied video case ((( ATTACHED )) file below and watch the videos. Answer and discuss the Video Case Questions at the end of the case.

PART TWO

Providence St. Joseph Healthcare is a non-profit Catholic health care organization. They implemented a CRM to help offset some of the issues they felt needed to be corrected. https://www.youtube.com/watch?v=IlGbn2EtITk

Watch the video above and come prepared to discuss the questions that follow:

1. What specific problems was Providence St. Joseph experiencing?

2. How did the new CRM system help solve them?

3. Do you consider their CRM an "Enterprise" system? Why or why not?

4. What characteristics in an organization most demand the use of a CRM? Should all industries use one? Should all companies? Give a situation where you think a CRM is not necessary.