- At this point you may have a sense of how companies are using CRM practices and systems as tools to increase success; your knowledge of using CRM technology to understand customers may be increasing.This week, you explored how customer-related data can be transformed with analytics into more usable and accessible information.
- Review the Assignment Deliverables section below. You will need this information to pick an appropriate company from the Case Report Resources (below), University Library, or the Internet.
- Choose a company from the Case Report Resources, University Library, or the Internet that is appropriate for the assignment deliverables. Not all cases may provide all the explicit details you are seeking. You may need to assume information. Please make a note in your assignment indicating the information that is assumed.
- Imagine that you are an IS or IT manager for the company you chose. Write a case report with 700 to 1050 words that includes the requirements listed under Assignment Deliverables.
- Assignment Deliverables
Include the following:
- Describe what the case is about, give the important elements of the history of the situation, and specify the key problem or issue of the case, e.g. what decision has to be made by which manager. This is your introduction.
- Discuss how the company can apply analytical CRM to transform customer-related data into actionable insight for either strategic or tactical purposes.
- Analyze how the company did or can explore customer-related data.
- Analyze how the company did or can explore a database integration.
- Include the most important information from the case in your conclusion.
- Include a reference to the case and cite the reference in APA format.
Case Report Resources
Case Report Resources are success stories that customer companies have had with 3 popular CRM providers:
- Dynamics® 365 from Microsoft®
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