Chapter 8 :Achieving Operation Excellence and Customer
Intimacy: Enterprise Applications
1)
What types of companies are
most likely to adopt cloud-based CRM software services? Why? What companies
might not be well-suited for this type of software?
Types
of companies that may want to adopt cloud may be any company wanting to
consolidate multiple services or applications into one, mainly to reduce
electricity, personal or operating costs. Companies that need a Service level
agreement or sense of data security would not want to invest into a cloud
system. Companies who struggling with a lot of data to be store also prefer to
use this. Cutting cost companies are also recommended to use this system.
Cloud-based
CRM would help these companies to achieve operational excellent and customer
intimacy and released from fixed and operational cost. Not only that, it also
allow them to subscribe and cancel without losing large up-front software license
and hardware investment.
Some
companies are not suit with this software services. Those companies made large
investment on solutions that already work, concern about security issues and
control of their data are the examples not encourage to use such software.
Companies which might independent on their provider also not prefer to do
so.
2)
What are the advantages and
disadvantages of using cloud-based enterprise applications?
There
are some advantages of using cloud-based enterprise applications. First is
automates customer service. This system including order confirmations,
follow-up customer satisfaction surveys, and shipping notifications. Customer
satisfaction and productivity have sored. Not only that, the system now tracks
field activities for more than 10000 accounts, with automated reports and dash
boards monitoring key performance indicators, sales calls, and sales volume. Besides,
this system able to combine multiple services into one single service such as
e-mail, customer records and contact management.
Unfortunately,
there are also some disadvantages in this system. Low data security is one of
the bugs. Lack of service level agreements and guarantees also considered as
the disadvantages of this system.
3)
What
people, organization, technology issues should be addressed in deciding whether
to use a conventional CRM system versus a cloud-based version?
Difficult to understand for
ill-trained users, attempting to contain a large and complex group of data. Poor usability and low usage rates lead many
companies to indicate that it was difficult to justify investment in the
software without the potential for more tangible gains. Large investment to
build and maintain a customer database which requires computer hardware,
database software, analytical programme, communication links and skill
personnel. There was a risk assessment to the users because the using of this
cloud-based software server is not the owner of infrastructure privacy.
Dependability should be consider during the decision due to the issues of
storing data, difficult to export data, and dependent of provider.
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