It Strategy And Planning Essay Research Paper

It Strategy And Planning Essay, Research Paper

IT Strategy and Planning

Activity 1 – Research the CSF of organisations providing CRM technology or supporting such databases.

The definition of Customer Relationship Management is providing exceptional customer service. This entails rapid responses to all customer inquiries and demonstrations of active concern for customer satisfaction. CRM is a comprehensive sales and marketing approach to building long term customer relationships and improving business performance. It is a way of helping 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.

The best Customer Relationship Management (CRM) systems include:

1) The ability to provide faster response to customer inquiries

2) Increased efficiency through automation

3) Having a deeper knowledge of customers

4) Getting more marketing or cross-selling opportunities

5) Identifying the most profitable customers

6) Receiving customer feedback that leads to new and improved products or services

7) Doing more one-to-one marketing

8) Obtaining information that can be shared with the company’s business partners.

How Siebel’s Critical Success Factors assists in the internal growth of the company and their competitive advantage.

Siebel Systems enable organizations to create a single source of customer information that makes it easier to sell to, market to, and service customers across multiple channels, including the Web, call centers, field, resellers, retail, and dealer networks. This is done by providing a comprehensive family of multichannel eBusiness applications and services.

Built on a proven, component-based architecture, Siebel eBusiness Applications are designed from the ground up to be completely Web-based, deliver support for multiple computing platforms, and provide automatic upgrades and software distribution that significantly reduce the total cost of ownership. By using the web Siebel use a common channel to market their wares which financial feasible, considering the amount of information they have to make available to existing and potential customers.

The fact that one of their CSF’s is to satisfy customers through any service channel, is an advantage that would benefit Siebel in terms of internal growth and competition. Since they have such a multiplicity of service channels incorporating many aspects of customer cohesion, they have a competitive edge over other companies offering the same services.

How Siebel address it’s clients needs

- Siebel eBusiness Applications allow organizations to create a single source of customer information that makes it easier to sell to, market to, and service customers across multiple channels, including the Web, call centers, field, resellers, retail, and dealer networks. The multiplicity of the informative avenues that they provide is very compatible with whatever variety of customers they may come into contact with.

- They provide support for all the major computing platforms including mobile clients, connected clients, thin clients, and handheld clients.

- Create a single source of customer and product information that can be used to tailor product and service offerings to meet the unique needs of each customer across all channels of customer interaction

- Deliver the only integrated, multichannel, Web-based configuration solution that is easy to use, deploy, and maintain

Critical Success Factors of Claritas

Claritas is a provider of marketing data. This data is arranged so that their customers can more easily initiate contact with customers in whatever field they choose to apply. Their users can target their own consumer needs so that the product or service they use can be tailored to fit the desired customer. The vast areas that their data covers i.e. trends, geographical locations and important events, ensures that they offer the best service possible for the service that they are offering which is a resource for marketing needs. This is a competitive advantage and as their clients speak of their efficiency to colleagues, this can only mean internal growth in favour of the company.

How it addresses clients needs

Claritas addresses its clients needs by combining customer data with unique market information and insights enabling its clients to systematically identify, quantify, reach, and retain their most profitable customers.

Their ways of doing this are by providing geodemographic information, qualitative audience research, and highly detailed data on advertising spending across all media. This is a main Critical Success Factor. It involves providing customers with all the information that is available and necessary to gain and retain customers.

Siebel and Claritas combined

The service Siebel offers is providing comprehensive application software that can reach a plethora of customers by travelling through many avenues such as the Web, field, retail networks. This service can be improved by Claritas marketing data which can help direct Siebel’s customers to choose the appropriate channel to reach the customers through. In layman terms, Claritas provi

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