IT Management: CRM Process, Essay Example

CRM is a philosophy, state of mind, and a business strategy. CRM process is an application that leverages customer data, company data, supplier data, and industry’s vertical data into information that is actionable. In order to achieve success in CRM, a company needs to synchronize its price/value/service ratios with its investments in CRM processes. The dark gray zone is where investments make the most sense, and the light gray zone is where investment is at a minimum. The medium gray zone is where the real money is made (action). Monetization of client’s values, ability, needs and desire to pay are changing, and so is the CRM process.

Wikis help companies revolutionize their way of document policies, procedures and processes. Blogs are used to vet strategies, programs, ideas, and projects and are used for knowledge management. Podcasts is used for documentation of in-meeting, pre0meeting, and post-meeting. Hence, they contribute to corporate audit trails initiatives and decision making. The mashup technology eases the development of applications that solve problems that are specific and temporary. Web 2.0 is a “game changer” because with the Internet, businesses and consumers use social networks and video sharing, and this has led to interactive gaming to charge. In my business, Web 2.0 is a “game changer” and will continue to take charge with the Internet in place.

Data is important for companies because without it, the firm cannot be able to make money, save money, and improve on the services provided by the company. As a result, the data enabled the company to make decisions and thus, their obsessions lies in their performance and excellent securing of employee reviews for the team and itself. Technology can be able to make all this happen if only it gives it focus to data. In essence, data is all that is under scrutiny when it comes to technology because it propels the device and helps it function by sending commands to various parts.

The “thin access” argues its points well, and this is convincing to say that the characteristics of the device are just some of the features deployed by clients. This is considering the fact that technology is evolving every now and then thus, more features are bound to appear. Hence, more additions are going to be reported in this device, which means that the device will work much faster. Furthermore, the cost point is reasonable considering that an individual will be moving around with all his information in one device that is portable.

Analysis of technology trends is done on a quarterly using quantitative analysis. The sources used to yield insight include communications and later patterns are assessed against an existing database of those trends developed over long periods. Video-on-demand (VOD) and IPTV, mass customization and personalization, are some technologies under current analysis. Identification of the market and the development of the business case looks at applicable markets; uses the top-down approach that helps define potential market applications of technology under development. Economic case; is in the form of cents and dollars. Technology confirmation looks into technology features, marketplace delivery, performance and operational expectations. Strategic planning is transitioned from the applicable market into a go-to-market comprehensive strategy, which launches the activities of revenue-producing and ensures access to quality input in the industry. Execution includes data where introduction to early-adopter beta users is performed. The activities include assessing initial technology performance in the marketplace, obtaining feedback from customers, and monitoring reactions from the marketplace.

Reference

Andriole, S. J. (2009). Best practices in business technology management. Boca Raton: Auerbach Publications.