Abstract
This paper discusses customer relationship management (CRM) across industry in general. The historical development within the call center environment is first examined and then its adoption by other industries in order to capitalize more effectively on customer data is examined. The paper concludes that data and data management is increasingly at the core of CRM functionality.

Table of Contents:
Executive Summary
Overview
High-Level Description
Business Strategies
Users of the Systems
Detailed Description
Applications
Success
Failure
Conclusion

From the Paper
"The consumers of CRM applications and technology are primarily larger firms with more than 500 employees and typically operating in more than one market. The popularity and ease of installation of many lesser known CRM applications has meant that almost any firm of any size can install and apply CRM to one degree or another with the only primary difference between them and larger companies being the degree of integration achieved across platforms and across the organization."

Tags:customization applications functionalities, call center, data mining

Abstract
This paper explains that, to achieve the best mix of IT functions in any given setting, it is vital to understand who the customers are and what priority must be assigned to the respective functions, including e-mail, databases, and Web servers. The author points out that there is an explosion in growth of peer-to-peer applications to facilitate online communications that allow customers not only to access businesses via computers, but also to permit wireless customers to access a Web site from a Nintendo machine, a personal digital assistant (PDA), or a pager. The paper reports that the evaluation gives high priority to e-mail because its cost-effectiveness, ease of use by almost anyone, and ability to transfer documents and data in a virtually instantaneous manner, make this an indispensable part of any IT function.

Table of Contents
Introduction
Identification and Prioritization of Information Technology Functions
Support Plan for Both Office and Customer Functions
Communication Methods
Personnel and Training Requirements
Application and Function Priorities
Strategy for Prioritizing the IT Projects
Table: Evaluation of IT Priorities

From the Paper
"The second aspect is that ERP's also connect standalone departments; for instance, many governmental agencies have independent units that often work independent of other units. A local government redevelopment agency is an example of such an independent unit. Linking all component units of an agency through ERP would be expected to provide managers with more centralized control over the various components through financial and process controls and uniform policies and procedures. ERP programs have both risks and concerns relative to its use. One worry is that it can be an expensive program to implement. The cost of implementation is generally separate from the software cost. A risk involved in the program is the amount of custom code built into the architecture. The more custom code, the more difficult and costly it is to maintain, operate and upgrade."

Tags:e-mail, database, customers, peer-to-peer, wireless

Abstract
This paper explains that customer relationship management CRM allows organizations to develop a closer relationship with customers and to monetize the data and information, which would normally lay dormant within untouched massive databases. The author points out that CRM has become a business differentiator and especially has become relevant for e-commerce applications that find a ready infrastructure in which to be integrated. The paper suggests that the single most prevalent reason for the failure of CRM to deliver on expected returns is an organization that focuses too much on the data analysis function and loses sight of the actual customer transactions that are the most important part of the business process.

Table of Contents:
Research Hypothesis
Introduction
Technology Background
Historical
Technology
How It Functions
Suppliers
Consumers
Application of the Technology
Organizational Use
Applications
Strengths
Weaknesses
Success
Failure
Future Trends
The Future
Forces of Change
Conclusions

From the Paper
"Retail banking has taken a leading role in deploying e-commerce and e-business functionality in relation to its CRM initiatives. On-line banking has become a fact of life and hardly any commercial and consumer banking institution would consider going to market without these services integrated into its CRM portfolio." . Retail banking institutions have mastered the art of on-line bill paying, transfers, deposits, and account management to the degree that many customers simply do not feel the need or the desire to visit the bank."

Tags:e-commerce, portfolio, banking, software, databases

Abstract
This paper examines the historical development within the call centre environment and then looks at its adoption by other industries in order to capitalize more effectively on customer data. The paper discusses how CRM allows organizations to develop a closer relationship with customers and to monetize the data and information that would normally lay dormant within massive databases relatively untouched. The paper also explains how CRM has become a business differentiator and has especially become relevant for e-commerce applications that find a ready infrastructure in which to be integrated into. Finally, the paper notes that the single most prevalent reason for failure of CRM to deliver on expected returns is an organization that focuses too much on the data analysis functionality and loses sight of the actual customer transactions that are the most important part of the business process.

From the Paper
"This discusses customer relationship management (CRM) across industry in general. The historical development within the call centre environment is first examined and then its adoption by other industries in order to capitalize more effectively on customer data is examined. CRM allows organizations to develop a closer relationship with customers and to monetize the data and information that would normally lay dormant within massive databases relatively untouched. CRM has become a business differentiator and has especially become relevant for e-commerce applications that find a ready infrastructure in which to be integrated..."

Tags:relationship, management, information systems

Abstract
The following research examines the customer relationship management (CRM) software environment vis-a-vis the airline industry and in particular British Airways (BA). After a brief recap of the airline industry currently and the history of the airlines general migration to CRM applications as a response to market events such as 9/11, a particular CRM related solution is proposed that can be integrated into current technologies.The paper examines the development of an individualized customer media center that incorporates many of the extant functional technologies into a customizable web-space that each consumer is awarded after a certain amount of frequent flier miles.

Tags:british, airways, crm

Abstract
The following paper examines how L.L. Bradford and Company, a regional CPA firm, decided to offer its clients full financial services. This paper discusses how such a company that wishes to effectively service their customers and maximize the value of the benefits they can provide, needs to find a software package that can integrate all the existing "legacy systems" on a relational basis, and allow information that previously had been available only to the auditors through their software to become available to all. The writer also examines how L.L. Bradford chose to buy and customize an off-the-shelf Executive Information System called "Goldmine";which allows all departments to have access to the same customer information, allowing for marketing of services, billing, follow-up and other services the company wishes to provide its clients. This paper goes on to prove that the above is a good example of the benefit of Executive Information Systems, as it shows basically what can be done, and how business and communication between business and clients, departments and management, owners and employees can be facilitated to build business and stimulate growth.

From the Paper
"Internet technologies and applications have grown more rapidly than anyone could have envisioned, even as recently as five years ago. They have opened up new means and frontiers of communication, collaboration and coordination between customers, businesses and trading partners.Executive Information Systems, also known as Enterprise Software is an explosively-growing $23 billion a year sub-industry of software for companies looking to use technology to improve virtually every key corporate function manufacturing, finance, sales, marketing, human resources and supply-chain management. Executive Information Systems, or Enterprise Resource Planning software, solutions are software solutions that provide a common, consistent system to capture data organization-wide to integrate information across corporate functions and to provide tools for planning and monitoring the various functions and processes towards a common purpose. To compete effectively, companies are challenged to create new products, maximize efficiencies in service, processing and administration, and increase penetration within existing markets, all the while keeping customers satisfied with high levels of service which may span several time zones. While the profitability of corporations is typically measured in dollars, overall success can be measured in terms of profitability plus the attainment of organizational goals. This success derives from a synergy of inputs, including the work of employees who are dedicated, skilled and knowledgeable, and a management team that understands how to inspire competent and motivated performance through sensitive and responsive management of a continually changing workplace."

Tags:software, solutions, consistent, system, capture, data, organization, integrate, information, corporate, functions, provide, tools, planning, monitoring, various, functions, processes

Abstract
This paper discusses the concepts involved in e-CRM (customer relationship management), and explains how it has changed the marketing function. The paper looks at the use of self-service web applications.

From the Paper
"The advent of e-business has brought with it the need for electronic ways of handling tasks and services previously handled in person in bricks-and-mortar stores or via the corporate offices of retailers. One such service is customer relationship management (CRM). An e-tailer cannot chat up the customers to build relationships with them; he needs a technological solution that can help him achieve the same benefits sight unseen. E-CRM is the use of information technology (IT) for CRM purposes."

Tags:e-CRM, marketing, data mining, e-business, customer service

Abstract
Examines relationship between quality & customer satisfaction at Ford. Identifies difficulties in maintaining high levels of customer satisfaction. Relates economic principles to real-world applications. Competative market Ford functions in; oligopolic market. Ford's economic position and profitability. Strategy of including customers as stakeholders. Enhancement of the service sector.

From the Paper
"Quality and Customer Satisfaction: The Ford Experience
Abstract


This study of the relationship between quality and customer satisfaction at Ford Motor Company was undertaken to identify the ways in which a firm committed to quality can simultaneously experience difficulties in maintaining high levels of customer satisfaction. The study is valuable in that it permits an assess.ment of economic principles in real-world applications. Using select.ed principles of economics, data were obtained from a thorough-going search of relevant literature on the performance of Ford Motor Company in terms of its quality effort and its customer satisfaction level. Previously published studies and industry analyses were used for this purpose.


The target company and the student preparing such an analysis..."

Abstract
This paper reviews an 2003 Internet article "Keeping the Customer Satisfied" by Lisa Bergson about the organizing function of management and its applicability to General Motors. The author points out that this article offers insights for both entrepreneurs and larger corporations.

From the Paper
"The organizing function of management encompasses a wide variety of tasks from human resource management to the organizational structure of the firm and individual groups within the company. Effective managers understand how to bring together all of the necessary elements human resources, physical resources and informational resources necessary to achieve organizational goals. This is all part of the organizing function of management. The function is critical regardless of whether the organization is as large as General Motors or a small business and lessons from ..."

Tags:organizing function, management, General Motors

Abstract
This paper begins with an explanation of an intranet and then goes on to discuss how an intranet can be used for sales and marketing techniques, how employees can make use of an intranet, its use in sales and forecasts and its application in human relations functions. The paper also discusses an intranet's usefulness in the company's engineering departments and customer service departments. The paper concludes that the practicality and usefulness of intranets and the growth of technology will create an environment where people will become increasingly comfortable with intranets as well as one in which the use of intranets will grow.

From the Paper
"An intranet is technologically defined as a network connecting an affiliated set of clients using standard Internet protocols, or an Internet protocol-based network of nodes behind a firewall, or behind several firewalls connected by secure networks. It is logically "internal" to an organization, although physically, an intranet can span the globe as long as access is limited to a defined community of interest. In other words, an Intranet is any site based on Internet technology that is placed on private servers within an organization. Furthermore, because these sites are typically run on internal networks rather than the Internet, bandwidth isn't as much of a problem, so sound and video can be added without hurting performance."

Tags:product, demonstrations, download, access, information, immediate, current, management