Answer the Questions for Part a Here

MIS 2101 - Project 1 Business Applications

Name Sara Monahan

ANSWER THE QUESTIONS FOR PART A HERE

QUESTIONS YOUR ANSWERS

Developing a CRM strategy is First they need to see if the company needs a CRM strategy, discussed in chapter 8 of the the closer they are to the end customers the more a CRM Valacich book. strategy is needed. Companies need to realize that a  What changes are necessary successful CRM strategy must include company-wide for an organization to changes involving policies and business processes, successfully implement a customer service, employee training, and data collection, CRM? analysis, and sharing. In general CRM focuses on customer satisfaction and the best customer service possible but it must be careful with ethical and privacy concerns when using customer data. In chapter 8 of the Valacich book, Analytical CRM: Analytical CRM is a system for analyzing the terms analytical CRM, customer behavior and perceptions in order to provide collaborative CRM and operational business intelligence. This provides the analysis necessary CRM are introduced. According to to more efficiently manage sales, services, and marketing the book, activities. Key technologies used in analytical CRM include What is an analytical CRM? data mining, decision support, social media monitoring, and What is a collaborative CRM? others that attempt to create predictions of customer What is an operational CRM? attributes. Collaborative CRM: Collaborative CRM is a system for providing effective and efficient communication with the customer from the entire organization, in general it provides the communication needed in a company. Collaborative CRM is centered on greater customer focus which is understanding customer history and current needs to help focus the communication on issues of importance to the customer. These are flexible and can support both routine and non-routine events. Operational CRM: Operational CRM is the system for automating the fundamental business processes, marketing, sales, and support, for interacting with the customer. In general the operational CRM enables the customers to interact with the company and get great service. There are some key components of operational CRM which include the sales force automation (SFA), customer service and support (CSS) ,customer interaction centers (CIC), and enterprise marketing management (EMM).

1 List one function that a CRM Technology can now zoom in on what is working by just performs for the sales organization searching in the search bar for opportunities by campaign (from the Microsoft site). and sort by time to close. From this the campaigns with most promise appear and the manager can post the insight right to their team members. The team members can then get to work on their leads, competitor intel, collaborating together no matter where in order to get the signature on the dotted line. List one function that a CRM Social listening searches social networks, analysis the data performs for marketing and presents it to the company can see in an instant where organizations (from the Microsoft they stand. Key words are shown, positive and negative site). feeling on brands, volumes of discussion, and which channels are being targeting so the company can see where they stand at all times. A company can respond directly to a post from this technology to make the customer feel that they are being thought of. List one function that a CRM Parature Social Monitoring is the newest addition to the performs for customer service Parature Customer Service Desk centralizing social organizations (from the Microsoft customer service with the same workflows, processes, and site). analytical tools as a regular help desk. Companies now have complete end to end social media customer service engagement and solutions. This product helps achieve a 360-degree view of the customers and improve satisfaction and protect brand reputation.

PART B – DECISION SUPPORT SYTEMS

ANSWER THE QUESTIONS FOR PART B HERE

Which Sales Plan scenario provides the Sales Plan scenario 4 gives us the highest highest total revenue (phones & service) total revenue over the life of the product at over the life of the product? $528,127,157. Which Sales Plan scenario provides the Sales Plan scenario 4 also gives us the highest level of total profit (phones & highest total profit over the life of the service) over the life of the product? product at $32,786,423. Can it make sense to sell phones at a loss, It can make sense to sell a phone at a loss in order to maximize revenue and profit? of profit margin because even though the phone isn’t profiting at all, in fact the Why? phones profitability is -105% the service is getting 8% which makes the total profitability 6%. If the company sells the phone for less than its market value it will cause a growth in its service. With these numbers plan 4 has both the highest total revenue and the highest total profit so it is

2 clearly the best plan. As a manager using this DSS application, I would clearly choose to go with sales plan which Sales Plan would you choose? scenario 4 because it generates the highest total revenue and highest total profit in the Why? long run and that is what I would be looking at as a manager. Our service is what would keep us going because once everyone has a phone the service is all that is going to matter anyway. Table A Sales & Marketing Scenarios: To be used for your DSS evaluations.

Sales Plan 1: Phone Assumptions Phone Price: $35 Average Phone Life (years): 2 Phone Profit Margin: -75% Highest Expected Yearly Sales: 5,000,000 Service Assumptions Service Price: $50 Frequency of Service Purchase: Once a Month Service Profit Margin: 5%

Sales Plan 2: Phone Assumptions Phone Price: $70 Average Phone Life (years): 2 Phone Profit Margin: 15% Highest Expected Yearly Sales: 4,000,000 Service Assumptions Service Price: $40 Frequency of Service Purchase: Once a Month Service Profit Margin: 3%

Sales Plan 3: Phone Assumptions Phone Price: $60 Average Phone Life (years): 2 Phone Profit Margin: 5% Highest Expected Yearly Sales: 4,500,000 Service Assumptions Service Price: $45 Frequency of Service Purchase: Once a Month Service Profit Margin: 4%

Sales Plan 4: Phone Assumptions

3 Phone Price: $25 Average Phone Life (years): 2 Phone Profit Margin: -105% Highest Expected Yearly Sales: 6,000,000 Service Assumptions Service Price: $65 Frequency of Service Purchase: Once a Month Service Profit Margin: 8%

Paste screen shots here:

Sales Plan 1:

Sales Plan 2:

Sales Pan 3:

4 Sales Plan 4:

5 PART C: Business Intelligence

Questions for BI Assignment:

Which customer spent the least amount of Michelle Lato spent the least amount of money in February? money in February at only $565.

Which customer spent the most in February Julie Matthews spent the most in February and which sales person was responsible for at $6,471.95 and Davenport was the sales the majority of these sales? person for a large portion of those sales equaling $3,440. Which product provided the most revenue? The bike provided the most revenue. There were 23 bikes coasting $2,679.99 each and the company made $5,469.96 on them in total. Which salesperson provided the most sales Jennings provided the most sales revenue revenue? by selling 47 items he accrued $9,158 for the company.