....................... 7 Report- Current Liabilities .............................................................. 7 Report- Long-Term Liabilities ........................................................ 8 Report- Bonds Payable ................................................................. 8 Report- Capital Leases.................................................................. 9 Conclusion .................................................................................... 9 Works Cited ................................................................................. 10 2|Page Introduction In their 2012 fiscal year Salesforce.com added its third consecutive title as the king of Enterprise Suite CRM. In addition to this, it took home the title of the top CRM provider for Midmarket Suite, Small Business Suite, and Sales Force Automation, clearing out the awards list and defeating giants such as Microsoft, NetSuite, Oracle, SAP, and Sage. Without doubt, the Salesforce product is the driving force behind this recognition, but behind any company that is headed in the right direction, is an underlying set of financials that allows it to pursue its vision, build its product, and maintain financial stability and health to help it maintain its position and further take...
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...costs and generate revenues. a) Transaction Processing Systems A Transaction Processing Systems (TPS) is the computer system — both hardware and software — that hosts the transaction programs. The software parts of a TPS usually are structured in a special way. TPS is to complete the data collection, storage, processing and the output as product for the core operations of a business. TPS information systems collect data from user inputs and then generate outputs based on the data collected. An example of TPS system could be an online movie ticket booking system. In such a system, people select their schedule and favorite seats (the input), and the system updates the seats available list, purchase those selected by the customer (the processing). The system then generates a bill and a copy of the ticket (the output). TPS information systems can be based on real-time or batch processing, and can help businessman full fill customer request without any additional staff or cost. b) Customer Relationship Management Systems (CRM) Business owners use customer relationship systems to synchronize sales and marketing efforts. CRM systems accumulate and track customer activities, including how people purchase the product, product damage and customer inquiries. The capabilities of typically CRM information systems allow customers to interact with...
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...Business Case Northern Exposure November 18th 2013 Word Count: 4945 Table of Contents 1. Executive Summary 2 1.1. Issue 2 1.2. Recommendation 2 1.3. Implementation Considerations 2 2. Problem Definition 3 2.1. Problem Statement 3 2.2. Organizational Impact of the Proposed Project 3 2.3. Recommended Implementation Approach 3 3. Project Proposal 3 3.1. Project Description 3 3.2. Goals and Objectives 4 3.3. Project Performance 4 3.4. Project Assumptions 4 3.5. Project Constraints 5 3.6. Key Project Resources 5 4. Alternatives Analysis 5 5. Cost Benefit Analysis 6 6. Approvals 7 Process Analysis and Redesign Step 1: See Exhibit A and B. Step 2: Problems and Sources 1. Lack of administered IT processes. Information is not being properly updated, which is resulting in an overall increase in costs. Information that is crucial for the company’s success is not being kept up-to date. None of the ordering information is being stored on any hard drive; they are only known by memory. The recipes are kept in books and are not backed up anywhere else, which is inefficient for the rest of the kitchen staff. None of the new information being obtained from creating the customized menus is being saved. As a result, order amounts are being incorrectly estimated for both food and beverages. Drink purchases are being kept track of manually, which could generate inaccurate results for sales and inventory forecasting...
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...Restaurants Customer Relationship Management (CRM) Analysis Andres Khamis Final Exam 1.- Panera Bread is an American chain of bakery-café fast casual restaurants in the United States and Canada, offerings include soups, salads, pasta, sandwiches, and bakery items. Taking in consideration Panera’s target market, brand image and goals as organization, there are certain steps that must be part of the implementation of a CRM System in order to ensure it success and therefore increasing their customer retention, customer experience and brand identification among other several benefits of the correct execution and use of the available CRM Tools and resources, these steps are listed below and were chosen, vetted and particularly applied for the University Shopping Center Branch. * Define and quantify business goals Panera Bread Manager or CRM Director should define how the CRM initiative will either increase revenues from customers or decrease the cost of acquiring and serving them. Also should define a method for estimating the size of the expected benefit * Formulate CRM strategies and tactics To achieve the defined goals, identifying the actions to be taken for each customer-facing function (transaction/purchase) should be the following step, including marketing tactics, sales methods and service. * Establish appropriate CRM measures Panera should set a standard baseline of quality and performance before starting any CRM initiative, this will be the outline to follow...
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...Forever 21 CRM and SCM Recommendations INFS1602 Assignment B z3457712 Hiu Kwan Lam, z5060301 Cindy Nguyen, z3406631 Syed Maheen Reza Word Count: 3488 Forever 21 CRM and SCM Recommendations INFS1602 Assignment B z3457712 Hiu Kwan Lam, z5060301 Cindy Nguyen, z3406631 Syed Maheen Reza Word Count: 3488 Executive Summary The purpose of this report is to outline the advantages and disadvantages of cloud- based CRM and SCM solutions, how it can enhance a business’ customer relationships and supply chain as well as balancing the risks of the use of this technology with the benefits. This report will firstly illustrate the benefits and disadvantages of implementing a cloud-based CRM and SCM solutions, in comparison to traditional on-site processes to assist Forever 21 in making a decision whether to use these CRM and SCM solutions or not. It will then describe how CRM and SCM solutions can maintain customer relationships and retention through the leveraging of an enhancing the efficiency of supply chain management and tailoring the product range through the use of these technologies. This report will accentuate the security, ethics and privacy issues that are associated with cloud-based CRM and SCM solutions. A recommendation of a specific vendor for cloud-based CRM and SCM solutions will then be provided to assist the CIO of Forever 21 in making a decision which is most suitable to a retail business such Forever 21. Table of Contents Executive Summary 2 Introduction...
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...medium-size, asset-management group based in the US. Mashkin consists of three primary divisions: a mutual fund company with $10 billion in assets; a separate, but closely affiliated asset management company with $15 billion in assets; and a financial services company. Since the early 1990s, these three enterprises have shared the same client database and other software programs. The first program utilized, an inexpensive, off-the-shelf system with limited capabilities, was used by the sales department of both the mutual fund company and the asset management company primarily to store names, telephone numbers, and notes of salespeople. A second program was used by the IT department to update the database as new clients arrived and record daily sales data. A third program was installed at all internal and external salespersons’ workstations and laptops to provide current data to the sales force. In addition, the Client Service Call Center used a separate designed-in-house program to track incoming call activity. The technology systems utilized by employees in Mashkin were designed to support general sales activities. None of the software was designed specifically for the needs of their financial divisions (either the mutual fund or the asset management side) and lacked the analytic functionality as well as the collaborative functionality to interface with other systems within Mashkin. This...
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...To better understand erp systems and to be able to truly evaluate the most effective systems in the market today, you need to first ask the question, what’s an erp system? enterprise resource planning better known for its shortcut (erp)systems integrate internal and external management information across an entire organization, embracing finance/accounting, manufacturing, sales and service, customer relationship management, etc. ERP systems automate this activity with an integrated software application. The purpose of ERP is to facilitate the flow of information between all business functions inside the boundaries of the organization and manage the connections to outside stakeholders.[1] ERP systems can run on a variety of computer hardware and network configurations, typically employing a database as a repository for information. After extensive uses and application from thousands of corporation and companies both global and local from mid size to large , we were able to assess and evaluate the ten best current erp systems and they are in none specific order : First, Openbravo Open bravo is a web-based, open source ERP business solution for small and medium sized companies. Already in production, Open bravo ERP encompasses a broad range of functionalities such as finance, supply chain, manufacturing & much more. Open bravo ERP has been designed with broad business functionality to help businesses improve overall performance. It is based on a single, integrated database...
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...E-Business (QRT2) Task 2 Online Business Expansion Proposal Russ Whetton E-Business (QRT2) Task 2 Online Business Expansion Proposal Part 2 Established in 1991 Sagebrush Fine Art has found a niche in the art publishing and licensed imaging business. Located in Salt Lake City, Utah Sagebrush is very profitable and does business throughout much of the world. Trends are constantly changing in the art world and Sagebrush has proactively stayed competitive by hiring staff members who are skilled in modern technologies pertinent to the industry. Sagebrush has profitably serviced major art framing companies across the U.S. but numbers have grown stagnant over the past two years. Research shows that more and more of Sagebrush’s clients are producing or publishing their own art. In a preemptive strategy Sagebrush recently formed a branch called Art That Celebrates. Whereas before Sagebrush only sold prints or licensed images, now - via Art That Celebrates - they will offer finished art products such as: framed art, canvas giclees, and ready to hang wood plaques. The wood frames and plaques will be manufactured locally. All printing for Art That Celebrates will continue to be produced in house at Sage Brush’s warehouse. Sagebrush is convinced that the in-house publishing trend will continue so they have positioned themselves well compared to their competitors. Sagebrush has close business relations with major retailers across the country, and as these major retailers...
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...14-02-2013 CRM CYCLE CUSTOMER RELATIONSHIP MANAGEMENT How CRM Works Essentially CRM works by collecting leads or consumer information. Analyzing the collected information to understand customer or market requirements. Adjusting marketing campaigns accordingly to increase sales. CRM also serves for customer service and support making businesses efficient and improve customer satisfaction. In any business, the bottom-line of CRM work flow is to (1) Initiate Marketing, (2) Process Sales, (3) Schedule Orders and (4) Provide Support . 1 14-02-2013 CRM Basics CRM-Need for Business CRM helps businesses use technology and human resources to gain insight into the behavior of customers and the value of those customers. Any business owes its survival to its customers. Today if a company has to maintain its hold in the market the foremost step to be taken is to maintain and nurture its customer bank. Customer is the king, old or new. And if the customer is loyal to your business it works wonders to the profit of your business. A good strategy will be to integrate every area of touch point with customers like marketing, sales, customer service, and field support. This is achieved with the integration of the people, process, and technology in the business. CRM (customer relationship management) analytics comprises all programming that analyzes data about an enterprise's customers and presents it so that better and quicker business decisions can be made. CRM analytics...
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...Summary Information Technology in today’s world is must for cutting edge competition. The tendency is to produce more, with as little cost as possible and be reactive to the continuously changing needs and requirements of internal as well as external customers. That is why flexibility, adaptability and cost cutting are main reasons that are pushing increasingly more companies to adopt Open Source Enterprise Resource Planning (ERP) systems. The main objective of this study is to see whether open source ERP can satisfy the need of large organization as well as small and medium enterprises. Open source ERP systems are often targeted to enterprises whose requirements are not covered by standard software. Similar circumstances apply to organizations that need continuous adaption of the software to changing processes and needs. In this work the suitability of current open source ERP systems for these enterprises will be examined. It provides sufficient information for a small or medium enterprise to choose a flexible and adaptable open source ERP system. Starting from the question which opportunities a company has to support its processes with IT, the advantages of flexible systems are elaborated. Besides the focus on flexibility, open source specific criteria for support, continuity...
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...Chapter # 1. Introduction to CRM 1.1 Evolution of CRM Customer Relationship Management (CRM) is one of those magnificent concepts that swept the business world in the 1990’s with the promise of forever changing the way businesses small and large interacted with their customer bases. In the short term, however, it proved to be an unwieldy process that was better in theory than in practice for a variety of reasons. First among these was that it was simply so difficult and expensive to track and keep the high volume of records needed accurately and constantly update them. In the last several years, however, newer software systems and advanced tracking features have vastly improved CRM capabilities and the real promise of CRM is becoming a reality. As the price of newer, more customizable Internet solutions have hit the marketplace; competition has driven the prices down so that even relatively small businesses are reaping the benefits of some custom CRM programs. 1.2 In the beginning… The 1980’s saw the emergence of database marketing, which was simply a catch phrase to define the practice of setting up customer service groups to speak individually to all of a company’s customers. In the case of larger, key clients it was a valuable tool for keeping the lines of communication open and tailoring service to the clients needs. In the case of smaller clients, however, it tended to provide repetitive, survey-like information that cluttered databases and didn’t provide much...
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...Ch.6 Telecommunications, the internet and wireless technologies Components of a simple network: • NIC (Network Interface Card): to incorporate any laptop to an existing network. • NOS (Network Operating System): to share network resources & route communications on a LAN. • Hubs & switches help route traffic on a network to the right computing device. • Router: when 2 or more networks are connected to each other, it sends data transmissions to the correct device from the internet. Digital Networking Technologies: 3 types, 1. Client/server computing: servers connect to many clients. 2. Packet switching: method of delivering data across a local or a long distance connection, it packages data in units (packets) which identifies intended recipient. 3. TCP(Transmission Control Protocol)/IP(Internet Protocol): a set of protocols to get data from one network device to another. Signal is the transmission of data. Analog signals can be converted into digital signals by using a modem. Analog signals are replicas of sound waves that can be distorted with the noise and drop the quality of transmission. Digital signals have a faster rate of transmission. LAN (Local Area Network): the topology (place) of a LAN can vary greatly, - Star: if the host computer goes down the whole network goes down. - Bus: all computers in the network are linked with cables and treated equally. - Ring: no central host PC, if one PC goes down the rest can still process data & transactions. WAN...
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...good customer service, technical support, and innovative products, and excellent in providing products with quality and services at cost-effective price. The Group now has four divisions, and they decentralize to meet the different needs of their local markets. Corporate headquarters handles the central administrations and information systems support. The primary objective of Bandon Group is to generate 10% profit for the reinvestment. They hope to establish excellent sales organization and professional service organization. To achieve these goals, Bandon Group has taken many measures. As to the information systems, they have administrative information systems, most of which are generic, and in which the meter click billing software unique for industries. However, the legacy system can not satisfy its growth and expansion now. Their director of information technology has searched for commercial off-the shelf package to support the administrative information system, and selected OMD. The OMD system supports meter-based billing, and has Web-based interface. However, it is not built with relational database, which makes the ad hoc difficult. Sales tools of Bandon Group such as sales prospecting still have many problems to be solved. The current information systems still lack integration and create duplication. Date inconsistencies can also be seen in the current systems. Moreover, there are troubles with migrating data, and the central IT staff of Bandon Group is too...
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...four major perspectives on CRM: strategic, operational, analytical and collaborative several common misunderstandings about CRM a definition of CRM the six constituencies having an interest in CRM how important CRM issues vary across industries five generic models of CRM. Introduction The expression customer relationship management (CRM) has only been in use since the early 1990s. Since then there have been many attempts to define the domain of CRM, a number of which appear in Table 1.1. As a relatively immature business or organizational practice, a consensus has not yet emerged about what counts as CRM. Even the meaning of the three-letter acronym CRM is contested. For example, although most people would understand that CRM means customer relationship management, others have used the acronym to mean customer relationship marketing.1 Information technology (IT) companies have tended to use the term CRM to describe the software applications that automate the marketing, selling and service functions of businesses. This equates CRM with technology. Although the market for CRM software is now populated with many players, it started in 1993 when Tom Siebel founded Siebel Systems Inc. Use of the term CRM can be traced back to that period. Forrester, the technology research organization, estimates that worldwide spending on CRM technologies will reach US$11 billion per annum by 2010.2 Others with a managerial rather than technological emphasis, claim that CRM is a disciplined approach...
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...TABLE OF CONTENTS I. INTRODUCTION 1 II. HISTORY OF CRM MARKET 3 Major Vendors 5 Current Offerings 6 III. DEFINITIONS OF CRM 6 IV. DRIVERS FOR CRM APPLICATIONS 9 Reasons for Adopting CRM: The Business Drivers 9 Cost Goals 10 V. THE CRM INDUSTRY 11 Size of the CRM Industry 12 Vendors 13 Technology and Service 15 VI. INFORMATION TECHNOLOGIES FOR CRM 20 Key CRM Tasks 20 IT Factors of CRM Tasks 22 VII. CONSULTANTS 23 VIII. RETURN ON INVESTMENT OF IMPLEMENTATION 24 Cost and time 24 Benefits 25 ROI of CRM Projects 27 IX. PRINCIPLES OF CRM 27 X. CRM ISSUES 28 Customer Privacy 28 Technical Immaturity 30 XI. CASE STUDIES 31 Amazon.Com 31 Dell 32 Volkswagen 33 Wells Fargo 34 XII. CONCLUSIONS 36 REFERENCES 37 APPENDIX A BASIC ASSUMPTIONS OF CRM 40 APPENDIX B COMMON MYTHS OF CRM 41 APPENDIX C LIFETIME VALUE OF A CUSTOMER 44 C1. Simple Approach 45 C2. More Sophisticated Calculation 46 C3. Effect of Loyalty Programs 47 C4. Additional Factors to Consider 49 C5. The Arithmetic of Lifetime Value 49 C6. Example: Applying Lifetime Value Concepts in Banking 51 C7. Summary and Conclusions on Lifetime Value 53 APPENDIX D VENDOR’S WEB SITE ADDRESSES 55 2 Version 3-6 March 23, 2001 CUSTOMER RELATIONSHIP MANAGEMENT Paul Gray Jongbok Byun I. INTRODUCTION Over a century ago, in small-town America, before the advent of the supermarket, the mall, and the automobile, people went to their neighborhood general store to purchase goods. The proprietor and the...
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