Premium Essay

Crm and Dss System

In: Computers and Technology

Submitted By nodatv
Words 6865
Pages 28
A study of the integration between CRM systems and Decision Support System
(Efficient support for multi levels of management in the organization)

Nehad Omar Mohamed
Arab Academy for Science &Technology & Maritime Transport Faculty of computer science and information systems Department of Information system (Decision Support Systems) Cairo, Egypt NehadOmarM@gmail.com

Abstract
This paper reports the results of a study into the Integration between customer relationship management systems (CRM) including different level of functionality with decision support systems(DSS),and analyzes the role played by the information system and its component, briefing simple steps of building a CRM system with quality to avoid the popular known problems of integration between systems trying to produce a clear data with enough degree of quality to be used the DSS system to support different levels of management in the organization to put their strategies based on expected number of customer. A combination of survey and case studies research approach was used.

is a way of knowledge and can establish a correspondence between an object identified and a general system.
In a systemic approach CRM helps organization to manage their customers, their prospects and their sales. CRMs can be either web-based or stand-alone systems and can keep track of people, their relationships to the organization , whom they work for, what they're doing, what they're thinking about buying and how often they contact you(as an organization ), among an incredible number of other options. Some use CRMs for other purposes - such as keeping track of technical support or marketing goals - but the majority of users find particular use keeping track of prospects, opportunities and other sales information. The benefits of using a CRM for you or your organization are a more streamlined sales process, increased customer...

Similar Documents

Premium Essay

Fedex Case : How It Help the Firm Thanks to Implementaiton of an It System ?

...be scanned) and pushed down slides to their respective locations to be put into cargo containers 8. Each cargo container is weighed and then loaded onto a plane 9. FedEx air control center routes the plane and monitors flying conditions 10. Packages are still being monitored here 11. Plane lands, packages go to another sorting center 12. Packages are put on a truck and delivered to your door 2. List the types of information systems shown in the video. Can you describe how systems that were not shown might be used at FedEx? The information systems shown in the video are: * Management Information System (MIS): The FedEx system is set up to track packages at each point in their delivery process, with constant updates. In addition, flights are monitored as well. Middle management can then utilize information from TPS (see below), allowing them to properly time the arrival of trucks and monitor airport and airplane conditions. * Transaction Process System (TPS): Items like the scanners, pricing system, sorter, volume and weight calculator are all items that collect and store...

Words: 1696 - Pages: 7

Premium Essay

Advantages And Disadvantages Of Cybercommerce

...loss in e-commerce. Security is like a strong protective wall which blocks the bad guys and launching small, well-guarded doors to provide secure. So, this will prevent unauthorized organization to leak into or attack company system. E-commerce is an online transaction between buyers and sellers through the internet via devices such as computers or mobile phone. Nowadays, hacker can easily get valuable information from innocent victims. The most common security threat is stealing information of credit card and location details. Hackers can then exploit this information to rob the victims of huge amounts of cash. In orders to reduce such incidence, these are several precautionary solutions that formerly exist. For example, when a transaction is made with a credit card, banks will call up the card holder to inform and confirm the transaction that has been made by owners. 3.0...

Words: 793 - Pages: 4

Free Essay

Maison

...What did Ilearn during Class 1? We all want to be mobile and have different devices at home and at work but we are not ready yet to rely entirely on technologies. During Class 1, we first learnt why firms invest so much in IT. They are seeking operational excellence, meaning they want to keep abreast of things and information going on inside and outside the company. Customer and Supplier intimacy is another reason why firms invest in IT. For instance, warehouses use barcode so they know immediately when they are short on a certain product, can inform the supplier and customer accordingly and react immediately. IT can help decision making since we can do most things from home and do not need to be phisically in an office to work. Then, a competitive advantage can be reached through IT, the idea is to keep away the competition developing something that they do not have. An analysis of the 5 Porter forces can help identifying this competitive advantage. It can be the development of Xml sales for instance if the competition does not do it yet. It is important to realize that once you have a competitive advantage, the competition will try to do the same and then you have to look for something new. That’s why firms do invest a lot in IT and R&D. One other reason is survival, the idea is to protect the company’s cloud and data from the competition. And the last reason is that IT can help creating new products, services and business ideas. We debated in class the 3......

Words: 626 - Pages: 3

Premium Essay

Harely

...1. Explain how Talon helps Harley Davidson employees improve their decision making capabilities Talon is Harley-Davidson’s proprietary dealer management system. Talon handles inventory, vehicle registration, warranties, and point-of-sale transactions for all of Harley-Davidson’s dealerships. The system helps improve decision-making capabilities by offering an enterprise wide view of operations, sales, and expenses. The system automatically generates part orders, taking much of the guesswork out of replenishment. Most significantly, the system allows the company to review and analyze information across its global organization giving it a 360-degree view into enterprise wide information that supports strategic goal setting and decision making throughout all levels of the organization. 2. Identify a few key metrics a Harley Davidson marketing executive might want to monitor on a digital dashboard. An executive information system (EIS) is a specialized DSS that supports senior level executives within the organization. A digital dashboard integrates information from multiple components and presents it in a unified display. A digital dashboard is a form of EIS. Harley-Davidson could help its executives gain access to greater amounts and details of enterprise wide information through a digital dashboard. According to Nucleus Research, there is a direct correlation between use of digital dashboards and a companies’ return on investment (ROI), hence Harley-Davidson could increase......

Words: 1153 - Pages: 5

Premium Essay

Information System

...Chapter 2 Information Systems in the Organization Teaching Objectives Students should be able to answer the following questions: 1. What are the major types of information systems in a business? What roles do they play? 2. Why should managers pay attention to business processes? Why do firms need to integrate their business processes? 3. What are the benefits and challenges of using enterprise systems? 4. What are the benefits of using information systems to support supply chain management and collaborative commerce? 5. What are the benefits of using information systems for customer relationship management and knowledge management? Key Terms The following alphabetical list identifies the key terms discussed in this chapter. The page number for each key term is provided. |Bullwhip effect, 53 |Management-level systems, 39 | |Collaborative commerce, 54 |Manufacturing and production information systems, 48 | |Collaborative planning, forecasting, and replenishment (CPFR), 55 |Office systems, 42 | |Decision-support systems (DSS), 44 |Operational-level systems, 38 | |Desktop publishing, 43 ...

Words: 5365 - Pages: 22

Premium Essay

Report on Amazon.Com Supply Chain Management

...the beginning of things one can purchase from Amazon. The company has become a giant in the e-commerce community as just about anything can now be purchased and shipped worldwide in a very short time. To put it succinctly the company is enormous, and a force to be reckoned with. Amazon.com,(2013) In order to compete with companies like Amazon we have to understand a few things about the different systems they use, and what they mean, the following are but a few. Real Time Transaction Processing: when goods and services can be tracked from the moment they are initiated to the time they are concluded. Amazon works on this system much like FedEx and UPS. Stair & Reynolds (2012). Analytical Processing: the act of collecting data, processing, and analyzing it so business leaders can make an informed decision. (Power, 2010) Supply Chain Management: Simply put it is the combination of all things form the acquisition of raw materials to the shipping of finished goods to the customer or consumer. Wailgum, (2008). The difference between SCM and a CRM is simple, the supply chain management deals with the company obtaining raw materials, manufacturing their product and getting it to the consumer. The Customer Relationship Management deals with a of the aspects of the customer interaction with...

Words: 758 - Pages: 4

Premium Essay

Harley

...1. Explain how Talon helps Harley Davidson employees improve their decision making capabilities. Talon is a very successful ERP system. It integrates information from every Harley-Davidson store and performs routine tasks. The former allows employees to focus on customer satisfaction because critical, detailed information is available, thus saving time because the information is already available which facilitates a customer oriented environment that builds strong relationships and customer loyalty. The latter allows for more saved time and money, once again freeing up employees to be dedicated to strategic goals, plans, and the five core values, especially value five (encourage intellectual curiosity). With all of this free time and the massive amounts of detailed customer information employees can make better decisions about specific customers, stores, or regions. All of this thanks to Talon. 2. Identify a few key metrics a Harley Davidson marketing executive might want to monitor on a digital dashboard. The key to Harley-Davidson’s success is its ability to initiate and maintain relationships with customers, suppliers and itself via CRM, SCM, and ERP. Marketing is most closely related with CRM and therefore metrics related with that system are the best approach. A few might be: variance in sales during peak purchasing periods with a particular marketing strategy, number of customers that respond to e-mails regarding sales custom tailored to what goods they purchase......

Words: 1137 - Pages: 5

Free Essay

Project Proposal

...The Strategic Center Firm (SCF) Kaplan University Leticia Butler IT-521: Decision Support Systems Professor Desiree Depriest Date Submitted: 7/23/2013 Executive Summary As one of the largest providers of outsourcing, collaborating opportunities firms, and newly appointed Strategic Center Firm. The organization must become the foundation for all network structures. This will require the company to operate globally. Contingent upon the case study provided by the CEO, we would begin an aggressive proposal to design and implement a DSS. The DSS will create cooperative and collaborative relationships with all shareholding companies globally. This design will include implementation of tools, application, data warehousing, and current DSS available. There are solid recommendations with justifications of current market products. The experience I have as a technical analyst will be present, showing my knowledge and understanding of technology requirements; integrate them into this proposal for the CEO, which supports the objective of this project. The components chosen will support current and future initiatives of the organization. There have been logical assumptions declared based on the objective of the case study that will bring global success to this organization. The Challenge The challenge as the new Strategic Center Firm (SCF), we must be the foundation for all the network’s structures. We must build a decision support structure......

Words: 3941 - Pages: 16

Premium Essay

Business Information Questions

...What major features of a business are important for understanding the role of information systems? To achieve operational excellence. To develop new products and services. To attain customer intimacy and service. To improve decision-making. To achieve competitive advantages. To ensure survival. Define a business and describe the major business functions. A business is a formal organization whose aim is to produce products or provide services for a profit. The type of business and organizational setup determines the major business functions. Production will need to be developed; the requirement for machinery and people will be set. Next will need some sort of marketing and sales group, to make and keep track of sales. Then a finance and accounting group to track all expenses. Lastly, an HR department will hire, recruit, and train the work force. Define business processes and describe the role they play in organizations. The actual steps and tasks that describe how work is organized in a business are called business processes. They define how business tasks are performed and refer to unique ways work, information, and knowledge are coordinated in a specific organization. Many business processes are tied specific functional area. Like mentioned above the manufacturing and production group will assemble the product, check quality and producing a bill of materials. The Sales and marketing group identify customers promote the product and sell it. The finance and accounting...

Words: 1542 - Pages: 7

Premium Essay

Riordan Outline

...current system is not compatible to all locations which has become expensive and time consuming to navigate the daily operations. I. New System Hardware A. 12 HP ProLiant ML350 GEN 8 B. 140 HP Z230 Workstation Computers C. 12Motorola Mc9190-Z RF10 Readers II. Software and Applications A. Microsoft Dynamics AX (ERP) B. Microsoft Dynamics CRM (CRM) C. PBL Scorecard (DSS) III. Security A. Wireless MAC Authentication B. IDS C. Network Access Control (ADS) Riordan needs to ensure that the new system integrates procedures for collecting, storing, maintaining, retrieving and validating data that flows in the organization. The proposed system will streamline departmental procedures and actions while keeping accurate data from the warehouse, personnel, payroll, HR, and all other departments. I am proposing that we replace the existing servers at all four locations and install 3 HP ProLiant ML350 GEN8’s at each location. One server at each location will be used as a backup in case of outages or maintenance. We will also replace all of the end user desktops with HP Z230 workstation computers. This will ensure that everyone will be using the same hardware and software to simplify training and repairs by the IT department. We will also be purchasing 12Motorola Mc9190-Z RF10 Readers for the warehouse and shipping departments as well as Android based tablets for traveling sales people. Our software choice will be a Microsoft packages. There is a separate package for our CRM......

Words: 433 - Pages: 2

Premium Essay

Project Milestone

...Business strategic plan * Other information relevant to explain the organization. | 7 | Project Part 3: * Understanding the issues and challenges facing the organization using either SWOT, Porter Five Forces Model or other tools. * Capture the existing IS such as the types of IS as CRM, SCM or Enterprise systems * Or from the types of information systems categories such as TPS, MIS, KWS, DSS, EIS. * Review it’s existing IS plan if any. | 9 | Project Part 4: * Identify and suggest a competitive direction that firm should adopt in order to achieve its mission, vision and business objectives ( according to its business strategic direction) | 11 | Project Part 5: * Recommend new ISIT strategic plan that considers items in week 9 and uses various IS that fit firm’s business plan or direction based on six reasons why organization invests on IS/IT * Plan may include some of the systems from functional perspective such as CRM, SCM or Enterprise systems * Or from the types of information systems categories such as TPS, MIS, KWS, DSS, EIS | 13 | Project Part 6: * Then use applications portfolio in presenting your future information systems requirement. | 14 | Project Part 7: * Finalising report | 15 | Project Part 8: * Presentation and submission of project report...

Words: 265 - Pages: 2

Premium Essay

Decision Support

...Robins,2000). With Internet-hosted databases and user friendly query device being mostly used, organizations are turning to decision support systems (DSS) software to analyze the company's databases and develop them into information helpful for decision makers. According to Power (2007) information Systems researchers and technologists have built and investigated computerized Decision Support Systems (DSS) for approximately 40 years. For the purpose of this work, I will define DSS as computer software that facilitates and accepts inputs of a large number of facts and methods to convert them into meaningful comparisons, graphs, and trends that can facilitate and enhance decision makers’ decision-making abilities to solve problems (Haitham, 2015). The advantages of using decision support systems for decision making. The use of DSS has been positively associated with success of better decisions that enhanced employees’ productivity (Edwards et al., 2000; Haag & Cummings, 2008).In my team, we have lots of reports to submit as required by OSHA /EPA and DSS software is being used to achieve 76 percent time reduction in information and report generating and a 40 percent rise in user productivity. DSS typically includes analytical and report-writing features, thus enabling users to translate raw data into a form useful for decision support. DSS, which offers users more flexible programming paradigms, can be compared to another type of software, which enhances productivity......

Words: 1971 - Pages: 8

Premium Essay

Chapter 1 Mis

...Information Systems Laudon & Laudon Lecture Notes on Management Information Systems (Chapters: 1, 2, 5, and 9) 1. Concepts of MIS/IS 2. What’s New in Management Information Systems? 3. Digital Firm 4. Strategic Business Objectives of Information Systems 5. Information Systems (IS) Vs. Information Technology (IT) 6. Perspectives on Information Systems 7. Information System and its Functions 8. Contemporary Approaches to Information Systems. 9. Dimensions of Information Systems 10. Defining IT infrastructure: 11. Evolution of IT infrastructure 12. The IT Infrastructure Ecosystem 13. Types of Structured Business Information Systems 14. Systems That Span the Enterprise Concepts of MIS/IS: Management Information Systems: MIS means the whole network of systems which support the organization to manage their business affairs. • Many organizations have information systems that are entirely manual. Such systems are a subset of a wider class of systems, computer-based information systems, which rely on information technology as well as humans for their operational functions. IS need not be necessarily computer-based. Management information systems (MIS) deals with behavioral issues as well as technical issues surrounding the development, use, and impact of information systems used by managers and employees in the firm. As such, MIS is defined as the study of information systems......

Words: 6353 - Pages: 26

Premium Essay

Ch 02

...|Deciding whether to introduce a new product line is the responsibility of an operational manager. | | | | | |Answer: False Difficulty: Easy Reference: p. 57 | | |Operational-level manufacturing systems deal with the firm’s long-term manufacturing goals, such as where to locate a new | | |plant. | | | | | |Answer: False Difficulty: Medium Reference: p. 46 | | |Transaction processing systems are most commonly used by the senior management level of an organization. | | |...

Words: 4736 - Pages: 19

Premium Essay

Business

...Introduction
to
Management
Information
Systems
 Summary 1. Explain why information systems are so essential in business today. Information systems are a foundation for conducting business today. In many industries, survival and even existence is difficult without extensive use of information technology. Information systems have become essential for helping organizations operate in a global economy. Organizations are trying to become more competitive and efficient by transforming themselves into digital firms where nearly all core business processes and relationships with customers, suppliers, and employees are digitally enabled. Businesses today use information systems to achieve six major objectives: operational excellence; new products, services, and business models; customer/supplier intimacy; improved decision making; competitive advantage; and day-to-day survival. 2. Define an information systems from both a technical and a business perspective. From a technical perspective, an information system collects, stores, and disseminates information from an organization’s environment and internal operations to support organizational functions and decision making, communication, coordination, control, analysis, and visualization. Information systems transform raw data into useful information through three basic activities: input, processing, and output. From a business perspective, an information system provides a solution to a problem or challenge facing a firm and provides......

Words: 4298 - Pages: 18