Enterprise Information Systems
Year 1 (2014/15), Semester 2
SCHOOL OF INFOCOMM TECHNOLOGY
Diploma in FI and IT
Assignment
STUDENT’S PARTICULARS
Student No. Student Name Tutorial Group
Contents
SCHOOL OF INFOCOMM TECHNOLOGY 1
1. Basic information 3
2. 3 Major Processes in company 5
2.1. Customer order fulfilment 5
2.2. Stock Procurement 8
2.3. Online cake Delivery 11
3. Information Systems 14
3.1 Customer Relationship Management 14
3.2 Decision Support and Expert Systems 15
3.3 Geographic Information System 16
3.4 Supply Chain Management Systems 18
3.5 E-Commerce System 19
References: 21
1. Basic information
Swensen’ restaurant was started in 1948 by Earl Swensen, who learned how to make ice cream
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In 1970s Swensen sold the rights to William Meyers and investors, but retained rights in San Francisco and continued to operate in his initial store till 1994. The founder of Swensen’s, Earle Swensen died at the age of 83 in 1995. By 1980s they have expanded to over 400 stores under new leadership. In 1990, the amount companies shrunk by half and started to expand again, mostly in Asia. Today the company is owned by International Franchise Corp (IFC) of Markham, Ontario, Canada. Up to date, there are 300 franchise outlets in the world, mainly in Asia. Some of this countries include United States, the Middle East, India, and Taiwan and so on and so …show more content…
The Customer Relationship Management, also known as CRM is an information system that deals with maintaining the company’s relationship with its customers always constant maintaining that friendly relation with its customers.
CRM to an F&B trade is extremely important as it helps to draw in customers as well as maintain their old ones. As a result, the CRM will help grow the market and the business of F&B. The CRM is an extremely important IS to Swensen’s or to any other trades.
The CRM systems are designed to support marketing, sales and Customer service. The CRM systems capture the entire customer experience with an organization. The CRM Systems include of market research, targeted marketing, customer service, salesforce automation and other CRM
Practicing CRM in an organization is beneficial in many ways. Few of these benefits include: customer satisfaction leading to loyal customers, increased sales, consistency in services offered at all times of the year, help to evaluate efficiency levels of front line employees and decide the future plans for the organization etc. Following figure 1.3 shows the key components of a successful CRM.
CRM systems consist of history purchase and information of customers. It can help track customer more easily. It can reduce the process time and increase productivity.It will resist the activities of competitors attempting to attract customers’ patronage. Customers will loyal and would not switch
From an organizational and profitability standpoint, an efficient, easy to use, and unified CRM system, captures all key and critical data from sales and marketing to commercial operations, all the while focusing on sales process, sales efficiencies, and increasing sales, all contributing to the bottom-line profitability of the organization. Data has proven that CRM platforms increase the productivity and profitability of individual departments and subsidiaries, these same platforms and characteristics will have the same ramifications on a larger scale organization, especially an organization that spans the global footprint, such as
* The CRM systems helped the company in differentiating its service as well as optimizing some of the activities which lead to the reduction in operational costs. For eg. OnQ Reservation used data from the CRM, allows the agent to access callers’ personal dossier and update their preferences. This helped in reducing the call time as well as promoted the cross selling. Another example is having information prior to
Using a CRM program is an effective tool to track of core customers’ needs and wants then individualize those needs with your products and services that match those needs. Moreover, the CRM program can keep track of contact,
Today, customer relationship management is very important to the business world. Most of the companies established a department and the programs to manage their relationship with the customers. Customer relationship management (CRM) is a business strategy which designed to help a company to understand and look forward to the needs of its potential and current customers (Anderson & Stang, 2000). Customer data is being collected in several different areas of the company, stored in a central database, analyzed, and distributed to key points (Anderson & Stang, 2000).The business world once was “product-centric”, the companies just provided what they could produce. However, it is now become “customer-centric”, they provide products and service
In order to establish a suitable CRM system and increase the success rate, understanding CRM processes is especially important. Building CRM system, there are many works need to do(). Firstly, the target customer market should be identified. Different customer strategies are focused on different target customer markets based on their profitability. Then, firms set customer objectives, for example, acquire customer satisfaction and loyalty. After that, the leaders and managers should support and commit the implementation of a CRM system. At the same time, when companies change their targets, a plan about changing
It’s very important to a business to have good customer relationships; CRM Software’s main objectives are to attract new customers while maintaining and satisfying their current customers and trying to win back the trust of former customers. Customers are one of the most important variables for a business owner to pay attention to, when trying to create a profit. Customer Relationship Management software keeps track of customer information to help the company maintain a strong relation with the customers. Good CRM Software brings together information from all databases within a company and gives
Customer Relationship Management (CRM): Customer relation management (CRM) is a cross functional enterprise system that computerizes numerous customers serving form in direct marketing, sales, customer service and accounting management. CRM allows a company to distinguish and focus on their best customer so that they can be held as a loyal customer for a longer period of time.
CRM (Customer Relationship Management) is an information industry term for methodologies, software, and usually Internet capabilities that help an enterprise manage customer relationships in an organized way. For example, an enterprise might build a database about its customers that described relationships in sufficient detail so that management, salespeople, people providing service, and perhaps the customer directly could access information, match customer needs with product plans and offerings, remind customers of service requirements, know what other products a customer had
Customer Relationship Management (CRM) is a business philosophy, not just a technology - understanding your customers ' needs enables you to build better relationships and increase sales.
CRM systems are customer relationship management platforms. The goal of the system is to track, record, store in databases, and then the
CRM systems can be used to deliver personalized services to users to develop long standing and advantageous to customer relationships. This personalization includes effective use of resources like filtering information to users, personalizing services to customers ,based on customer purchase history sales creating chance to cross-sell related services This approach to personalization offers immediate services and user interfaces and execution of multiple tasks remotely
For sales people, CRM can be a complete repository of customer information, sales tracking, service tracking, issue resolution, products, calendar/reminders, knowledge base and such other tools necessary to carry out their everyday jobs effectively and efficiently.
Customer relationship management (CRM) is widely implemented and centralized system which offers a place for interaction under a company. An employee can handle again the repeated problem which occurred in the past by re-investigate it. Besides, CRM provides a place to identify what customers wants. Employees can track customer’s expectation by their feedback and communication that can improve their buying experience and stay interact with customer in order to understand their true needs.CRM also has ability to let the company see the customer interaction in clear picture. Different customers from different segments require different products and services, but this complex situation can handle well by CRM. Furthermore, CRM provides quality and efficiency system in the company management that helps company achieves their success by building long-term customer relationship.