PROPOSAL

Operating System for Customer Relationship Management and Account Management

[Name of the Institute]Table of Contents

INTRODUCTION2

Research Aim3

LITERATURE REVIEW4

Impetus for CRM4

CRM Implementation Process5

ERP Selection5

Scoping6

Design7

Implementation7

Types of CRM9

RESEARCH METHODOLOGY10

Data collection11

Operating System for Customer Relationship Management and Account Management

INTRODUCTION

Last few years the business of information technology has changed both in the sense of development of technology and in the vision of designing application architecture and platform, which represent the elements of a larger concept Enterprise Architecture. It is possible to approach this subject from several perspectives. In this study we try to integrate it in a systemic vision of the organization (Davenport, 2000). A system can be defined as any collection of objects or processes between static and dynamic connections, used to achieve one or more objectives. In a systemic approach, the enterprise is a cybernetic system interacting with its environment. The science of cybernetics, which emerged in 1948, following the publication by the American scientist Norbert Wiener of his study Cybernetics, or control and communication in the animal and in the machine, became a scientific discipline as well as a way of thinking and acting, an emblematic science of the twentieth century. Cyberneticians interested in economic development, have taken the concepts of system, status, command, regulatory mechanism, control mechanism and laws of evolution, and have applied them to the study of economic phenomena. Systemic approach consists in working out models able to describe or simulate overall or partially the behavior of the studied systems. The concepts of system and model are closely related; according to J.-L. Le Moigne, "Modeling is a way of knowledge" and “can establish a correspondence between an object identified and a general system” (Eisenfeld, 2003). The cybernetic system is one of the possible models for real systems. In this sense an Enterprise can be perceived as a cybernetic system at micro-economic level. The concept of cybernetic system, as a model for the concept of real system, is defined by the following principles:

Principle of requisite variety: In a system the variety of Output items can be modified only by an adequate amount of Input elements.

Principle of feedback: A cybernetic system contains at least one closed circuit of reverse connections among its constitutive elements. This self-regulation mechanism allows the system to ensure its own survival and perpetuation in its operating environment.

Principle of synergy: In a cybernetic system the effect obtained by the concomitant and interrelated functioning of system components is greater than the global effect of each component working separately

Principle of the external complementarily: Any cybernetic system represents a constituent element (subsystem) of at least one feedback loop in a cybernetic superior system. In other words, any cybernetic system is a subsystem of a superior system

Principle of the relationship between the entropy and the syntropy: In the cybernetic system the informational syntropy increases while the informational entropy 2 decreases. This phenomenon is due to the self regulation and to the self-organization of the cybernetic system; those two processes make possible to maintain the degree of organization of ...