Prior to beginning work on this interactive assignment, read Chapter 5 in the textbook, the CRM Done RightLinks to an external site. article, review any relevant information in this week’s lecture, and research at least two additional credible sources on CRM vendors. (Access the MISM Credible Resource GuideLinks to an external site. for assistance with finding appropriate credible professional resources.)
IT and business managers see inefficiencies in everyday processes, as these inefficiencies are often related to current systems in place. As such, IT and business managers need to identify these issues to senior management and offer solutions.
In this interactive assignment, you will analyze the role of CRM systems in business and assess the issues that make a CRM system necessary for successful customer relationship management. Assume the role of an IT Manager working for an organization where there is no CRM in place. You may use a business scenario of your choice (this may be a real world scenario with which you are familiar or one you create). For your initial post, you will create PowerPoint presentation and screencast video of your PowerPoint. This presentation will be created for your CIO and should provide all pertinent information.
Your PowerPoint presentation must include a minimum of four inefficient processes you have identified related to recent customer interactions. Consider the CRM research you conducted and present to your CIO the CRM that best meets your needs. Include a rationale as to how it will alleviate the identified inefficiencies, providing a minimum of four reasons why the CRM and the vendor chosen would be the solution for your organization. Support your statements with evidence from your required and researched sources.
You may use any screencasting platform you wish for the screencast portion of your presentation as long as it will provide a link that can be pasted into your initial post. Please note that videos you create on your computer’s hard drive cannot be uploaded directly into your initial post. Quick-start guides for Screencast-O-Matic and Jing are provided for your convenience (available in the online classroom). Your presentation should be a minimum of three minutes and a maximum of five minutes in length, and it must include audio narration of the presentation.
Once your screencast is complete, paste the URL for the screencast video into your initial post and attach your PowerPoint presentation to the post prior to submitting it for grading.
Guided Response: Review several of your classmates’ presentations and respond to at least two of your peers by 11:59 p.m. on Day 7 of the week. You are encouraged to post your required replies early during the week to promote more meaningful interactive discourse in the interactive assignment.
For your responses, you will take on the role of the CIO and review the IT manager’s presented proposal. Evaluate your peer’s suggested solution and consider whether or not the solution clearly addresses the business needs. Suggest at least two areas where the proposed solution needs to be clarified and provide a minimum of two reasons as to why you would not want to implement a CRM system from the selected CRM vendor. Offer at least two suggestions for improvement of content and/or delivery.
Your responses should be a minimum of 250 words.
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