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Metrics for CRM software development

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Research at least one possible metric (Business or Technology) that you will use in a project plan for a "Customer Relationship Management Software Development." What are the advantages and disadvantages of these metrics?

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Solution Summary

This solution discusses a set of metrics that can be used in a project plan for customer relationship management software development. The advantages and disadvantages of these metrics are discussed in detail.

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implementation of a BI, CRM, or BOM application

Using the information gathered in the group project put together the following: I would prefer BPM, BI, or CRM applications

A plan to garner support from key stakeholders at SaveWithUs and users for a project to implement the application. The plan should list who would be contacted, what information would be presented, and the type of support that would be sought.
A 6-10 slide presentation about the chosen vendor, why the vendor was chosen, and a proposal to create a project to implement the application. Include a general time table, resource and cost estimates.

Below is situation given for the analysis needed to answer the questions.

Scenario:

SaveWithUs, Inc. has hired you as a consultant to improve their business processes through information systems management. SaveWithUS (SWU) has been a manufacturer and distributor of household decorations for eight years. They have five stores in two states. Their target markets are post-college singles, newlyweds, and new families.

One goal of SWU is to increase their repeat business. Store managers think that they currently get 30% of repeat business, but are not positive. SaveWithUs, Inc. also needs to reduce both the expenses of the items they manufacture: simple wood chairs, tables, and cabinets; and of the items that they purchase for resale: pottery, plates, flatware, glassware, and decorative items like pillows and wall hangings. They feel they can control inventories and make better contracts with vendors if store managers have a better awareness of their sales.

The CEO, Ms. Tania White, feels that there are gains to be made by improving how work is done and reducing the paperwork load on the store managers and manufacturing/distribution centers. "Everyone has excellent guesses as to what is happening and why, but no one can agree on the facts of what is going on. "I want everyone on the same page, and able to concentrate on doing what they do best, not pushing paper and arguing about figures in every meeting," says Ms. White. "I need you to propose solutions for improving business processes and creating a stronger reporting system for the company."

You survey the challenges ahead to fulfill the company mandate. You plan for the process to start with benchmarking other firms to gain ideas for solutions to improving business processes, records, and reporting. When you have compared these ideas to SWU's needs, you will next propose solutions to the SaveWithUs executive committee. After that, you will educate management on how to avoid pitfalls in usage of uniform business processes. Finally, you will choose a vendor and create an application implementation proposal for the executive committee which will include a budget, timeline, and plan for garnering support from all stakeholders.

Below is the group project which was mentioned above.

Individual portion: Choose one of the following areas for investigation:

Customer Relations Management
Supply Chain Management
Business Intelligence/Reporting
Business Process Management
Using the information from the Library and elsewhere on the Internet, create a 10-12 slide presentation to present to the SWU executive committee that covers the following:

Major features of the application group. How does it benefit a company?
Major touch points within and outside SaveWithUs. Who is/are the major inside and outside user target group(s)?
Major product vendors (Company and product names)
List major attributes and advantages of the vendor's product. What does the vendor say makes their product unique?

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