Management of Information Systems (MIS 301)

Final Presentation- Spring 2014

Prepared By:

Ahellah Alkhateeb LBG 043

Rehad Bakhaider OBG013

Haya Alkhraiji KAG043

Instructor: Ms. Magda Attia

CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM

CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM:

Is a system that entails the sales and services with customers; it is used to

manage business customers and clients’ contacts. CRM also allows

companies to:

1. Gain profit.

2. Attracting customers and clients

Technology Impact on CRM:

CRM provides their clients with a customer service data to assist them in

knowing what product or services their customers desire.

Applying CRM System:

Proponents of customer relationship management believe that it is more

cost effective to service

and retail professionals

to increase profitability.

ABOUT SUGARCRM:

• Great flexibility and freedom to build out integrations on their own.

• Affordable solutions in which they experience many feature.

• Sugar Professional CRM simplifies how a company can organize and track

individuals, corporations, or sales opportunities.

SugarCRM Technology is divided into four deployment models, which

are:

• Sugar On Demand, hosted in the SugarCRM cloud.

• Being installed onsite behind a firewall.

• SugarCRM as a business partner host the solution for them.

• Availability of SugarCRM in public cloud.

Customer Focus:

Small and midsized organizations, large enterprises, and government

organizations.

SugarCRM Key Features:

• Sales Force Automation

• Marketing Automation

• Customer Support

• Global

• Mobile CRM

• Social CRM

• Reporting

• Email CRM Integration

• Project and Activity Management

ABOUT COCA-COLA ENTERPRISE:

• The world's largest marketer, producer, and distributor of Coca-Cola

products.

• It is retail and consumer industry.

• They use integration system and application of E-commerce, with Sugar

on-site deployment.

• They explode a wide visibility for managers and distributors.

• Global solution by combining CRM, E-commerce, and logistics in a

systematize package.

• Optimizing and driving new distribution channels and increasing their

records and orders.

• On-demand CRM solution with e-commerce engine, and logistics

platform.

ADVANTAGES:

• Marketing activities and customer support activities

• Identify Customers

• Loyalty: ensures enhanced productivity by the customer’s loyalty.

• Keeping Track of Customers

• Enhanced Customer Service

• Improved Sales and Marketing Tactics

DISADVANTAGES:

• Resentment: Many employees disagree with change.

• A Learning Curve: take the time out to learn the system.

• Bad Use of The System

• The email marketing tools are not intuitive and can feel clumsy to use.

• Requires technical resources and know-how for in-house customizations,

making it a potentially complicated process.

Thank You