The main components of CRM (Customer Relationship Management) systems

General instructions: • The number of the words in the 2 parts should be 3000words. • Please avoid sweeping generalisations that are not justified or supported and avoid inappropriate citation • Please note that I have to read all the reference that you’ll use in this review because I have to discuss with my supervisor, so please make a good use of them and put just the reference that you used.

1-write in the introduction (what are you going to write in the following parts
2-Please use the slides and all documents i have attached as references.
3-Make sure that you use the information in the slides, and highlight the information you used from the slides , the supervisor insisted to use the slides he gave us and he told us that the good marks would be based on this.
4- The supervisor mentioned that if you want to get good marks, try to make 10 small very good points .
5- show your knowledge about the topic.

Please Answer both questions,

Question 1 (50%) 1500 words
(15%) Describe the aspects of BI (Business Intelligence) and discuss the advantages of BI to the organisation.

(15%) AFT-LA. Ltd installed a new CRM (Customer Relationship Management) system which is recording higher than average customer complaints. It is suspected that there is an on-going issue with-in the supply chain. They currently have 25 suppliers, including Swivel.Com, its newest signing, and just fewer than 300 part numbers and subassemblies.

Several reports have been generated from the CRM (Customer Relationship Management) and ERP (Enterprise Resource Planning) systems.

Using the raw data provided:
Employ Business Intelligence and Kaizen tools to interrogate the data in Tables, Pivot Charts, Filters and “Slice & Dice” environments where necessary.
Write a report detailing the Business Intelligence gleaned (including screenshots) from the above activity including what next steps if any should be considered.
(Please note all files need to be submitted to fully benefit from the marking scheme.)

(10%) Describe the importance of Accuracy, Timeliness and Usability to Business Intelligence.

(10%) Discuss the evolution of labeling technology and the key components that enable it to ensure the integrity of the supply chain.

Question 2 – 1250-1500 words (50%)
(20%) Discuss the impact of excess inventory on a business. List several IT systems used in the Supply Chain and describe their influence on controlling and reducing inventory.

(20%) Discuss the drivers, success rates & challenges of ERP (Enterprise Resource Planning) implementations.

(10%) List the main components of CRM (Customer Relationship Management) systems detailing the benefits to the business of each component.

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