STRATEGIC INFORMATION SYSTEMS

Strategic Information Systems

[Name of student]

Strategic Information Systems

Concept of e-CRM

To understand the concept very recent CRM (Customer Relationship Management), which opens a market segment to which they are converging from software developers to traditional industry giants hardware; one can start by remembering the warehouse owner. That marking purchases in a notebook and attention was given to how to connect to the customer advising that send deliver your order when receive the goods. As an unassuming address list or a simpleton inventory control, this database meant for the small business, the ability to detect the needs of your customers and serve it as sent the costumes. Thirty years later, replaced by annotations in pencil databases, data warehouse data minds or the concern to know the customers, identify their habits and manage your preferences in order to generate new business, tops the list of priorities of large corporations.Views on CRM systems ultimately boil down to the same goal - a very good understanding of the needs of consumers, so companies can these needs in the best way to meet, earning the gratitude and loyalty. The integration of CRM within the different domains of an organization is shown in figure 1:

Figure 1: CRM integration within an organization

Source: http://multimindgroup.com/crm-system-rocks/

Key Benefits and uses of CRM for organizations

The globalization and evolution of information technology has changed the way organizations and their customers relate. These have much more choice of products and services available. Besides quality and price competitive, organizations need to establish long-term relationships with customers. Using specific tools, these information will most qualified to assist decision making and better direct the focus to be reached. One way to integrate people, processes and technology to improve the management of relationships between the organization and its customers, partners and distributors is through the use of CRM (Customer Relationship Management will or Management Customer Relations).

CRM is a set of systems used to help organizations better understand the needs and expectations der their customers. The CRM consists of a set of tools that capture, process, analyze and distribute data and information, as in ordinary systems, but the customer is the center of the data model. And all reports and queries have the customer as a gateway, enabling strategize business focused on the understanding and anticipating the needs of current and potential customers of a company.

A specific type of CRM Analytical CRM is that aids in the analysis of customer information in the various organizations, discovering information about the degree of customer loyalty, their types, preferences and rejections regarding products and services. Coupled with Artificial Intelligence techniques, Data Mining and Business Intelligence, CRM Analytics aims to answer important business issues of the company. Those that have large databases containing information about your customers have a great potential to be users of CRM, but not all do.

This can be seen by the fact that more companies are investing in this type of service are those who need a differential to treat your customers well and not lose them ...