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Business Systems

I201 Organisational Systems. Business Systems. Content. CRM Systems Motivation Software Example Cloud Computing Cloud SaaS Benefits Dangers. Learning Outcomes. Define CRM Explain the goals of CRM Explain the difference between CRM and a CRM System Define Cloud Computing

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Business Systems

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  1. I201 Organisational Systems Business Systems

  2. Content • CRM Systems • Motivation • Software • Example • Cloud Computing • Cloud • SaaS • Benefits • Dangers

  3. Learning Outcomes • Define CRM • Explain the goals of CRM • Explain the difference between CRM and a CRM System • Define Cloud Computing • Define SaaS • Explain the difference between Cloud Computing and SaaS • Describe the benefits and dangers of SaaS

  4. CRM • CRM • Customer Relationship Management • Customer Relationship Management (CRM) is a broad term that covers concepts used by companies to manage their relationships with customers, including the capture, storage and analysis of customer information. http://www.greenwich-consulting.com/templates/gwcsimple.php • CRM itself is not a system but a strategy or concept

  5. CRM • Goal of CRM • Formation of relationships with customers with the intention of improving customer satisfaction and maximising profits • Use technology and human resources to gain insight into the behaviour of customers • Business can increase revenues by • providing services and products that are exactly what your customers want • offering better customer service • cross selling products more effectively • helping sales staff close deals faster • retaining existing customers and discovering new ones

  6. CRM Software • CRM Software • Aplicor • http://www.aplicor.com/ • Microsoft Dynamics CRM • http://www.microsoft.com/dynamics/crm/default.mspx • RightNow • http://www.rightnow.com/ • NetSuite • http://www.netsuite.com/ • SalesForce • http://www.salesforce.com/

  7. CRM Software • So what’s it do? (Facilitates the CRM strategy) • Allows businesses to collect, store, analyse information about customers • Know what they’ve bought in the past, where they bought it, who sold it to them, etc • Know how many times someone’s been contacted, who contacted them, what information was given, etc (relationship history). • Businesses share all this information between all employees so Bob knows what Sally’s already said to Customer Fred • Use it to make informed suggestions/decisions about what a particular customer (or type of customer) might also want to buy/know about.

  8. CRM Software Demo • Unsurprisingly, most every CRM provider is obsessive about collecting customer information before displaying a demo • Microsoft Dynamics CRM • http://crm.dynamics.com/demos/salesautomation/default.html

  9. CRM Example • Flybuys • CRM systems are often disguised as ‘loyalty’ or ‘rewards’ systems.

  10. CRM Links • SalesForce conference youtubeplaylist • http://www.youtube.com/view_play_list?p=EE9D8B07E9E5580C • CRM Wikipedia • http://en.wikipedia.org/wiki/Customer_relationship_management

  11. Cloud Computing • Cloud computing • Cloud computing is Internet-based ("cloud") development and use of computer technology ("computing").

  12. Cloud Computing • http://www.youtube.com/watch?v=ae_DKNwK_ms

  13. Cloud Computing • History lesson - Mainframes

  14. Cloud Computing • History lesson – PC PC paradigm put the computing power in the terminal

  15. Cloud Computing • History/Now/Future lesson – Cloud Cloud paradigm put the computing power in the cloud(strangely similar to the mainframe paradigm)

  16. Cloud Computing $aa$ • SaaS (Software as a Service) • Software as a service is a software deployment model where users subscribe to software service that is maintained and provided by someone else • E.g. If you had to pay monthly to use Gmail • SaaS exists in the cloud, but the cloud also has other software services that are free. SaaS

  17. Cloud Computing • SaaS/Cloud Benefits • Remove users ability to pirate software • Software is not installed on the client machine • Increase revenue • subscriptions force users to keep paying • Updates • Software updates can be made centrally which is an automatic update for every user • No need to download patches or install new versions • Technical support • No need to employ in-house technical support • Systems • No need to own/maintain in-house servers • Mobility • The cloud can be accessed anywhere

  18. Cloud Computing • SaaS/Cloud dangers • Users become reliant on the cloud • If the cloud goes down every business that uses the cloud stops • Users become locked into the cloud • What if a business wants to leave the cloud, or switch clouds? How do they move their information? • Security • Businesses rely on the cloud being secure. They have no direct control over the information security. • The cloud service providers who maintain the cloud will technically have full access to your businesses sensitive information http://itmanagement.earthweb.com/features/article.php/3760726

  19. Summary • Can you: • Define CRM? • Explain the goals of CRM? • Explain the difference between CRM and a CRM System? • Define Cloud Computing? • Define SaaS? • Explain the difference between Cloud Computing and SaaS? • Describe the benefits and dangers of SaaS?

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