Customer Relationship Management and Business Intelligence - Assignment Example

Your Relationship Management and Business Intelligence Explain Business Intelligence (BI) and its relationship to Customer Relationship Management ( CRM) in the context of ERPs Business Intelligence is a relatively new concept in business but is now widely adapted. It has shown to increase efficiency and improce customer relations in various ways. Business intelligence does not only refer to the software that the business uses. More than that, it refers to the skills, processes, technologies, application and practices that gather and improve customer information “to enhance corporate behaviors and improve (its) relationship with current and target customers for enhanced profitability and competitive advantage” (Hall). In the context of ERP, business intelligence technologies are useful in providing, historical, current and predictive views of business operations specifically “online analytical processing, analytics, data mining, business performance management, benchmarking, text mining, and predictive analytics (Wikimedia Foundations, Inc. ). Through business intelligence, companies would be able to determine trends and conditions of customer behavior so tha it can plan well on logistics, production and distribution. For example, BI technologies enable a company to note the preferences of the customer as to distribution channels. Through this, the former can make the best decision in reaching its current and potential customers. Most importantly, business intelligence allows companies to take note of any change in the behavior and preferences of customers and enables them to adjust accordingly. 2. Business Intelligence & Enterprise Systems Integration Solutions: Fill in the following: 3. BI Software & Vendor List FIVE descriptive points taken from the research Business Solution - Industry & Client Type 1.SAS Company (example of SAS software: SAS® Telecommunications Intelligence Solutions 1. SAS is the first company to call when you need to solve complex business problems, achieve key objectives and more effectively manage your information assets. Source: http://www.sas.com/software/ 2. Program Performance Management – SAS solutions help program managers manage their complex contracts more effectively by monitoring key performance indicators 3. The SAS® for Spare Parts Optimization solution helps aerospace and defense companies optimize their supply chain and maintenance operations so they reduce costs while sustaining a high level of service Source: http://www.sas.com/industry/aerospace/index.html 4. SAS for banking - A proven path to better risk management, stronger customer relationships, clear competitive differentiation and greater profit margins’ Source: http://www.sas.com/industry/banking/index.html 5. SAS® Telecommunications Intelligence Solutions give you the insight you need to effectively implement business strategies, retain and nurture customer relationships, and maximize profits.This family of flexible, extensible solutions includes prebuilt, telecommunications-specific data and analytical models, as well as streamlined processes and techniques that speed up both implementation and results, giving you a fast track to significant ROI. Source: http://www.sas.com/industry/telco/index.html Banking – Visa, Agata Capital Markets - Hua Nan Financial Holding Company Communications – Vodafone Education-Bryant University Government- Korean Customes Service Health Care - Excellus BlueCross BlueShield Insurance – Standard Life Life Sciences - Livzon Pharmaceutical Group Manufacturing - GE Consumer & Industrial Retail - Brooks Brothers Services - ChinaHR.com Utilities - ODEC Source: http://www.sas.com/success/ 1. IBM Solutions (example of Ibm software: IBM Cognos 8 Business Intelligence 1. Manage captive and independent agents to improve performance by aligning decisions with strategy and data by combining strategic planning, timely monitoring and deep analytical capabilities. 2. Manage risk and compliance more effectively by efficiently managing multiple reporting and consolidation standards such as IAS and U.S.-based GAAP, inter-company elimination and reconciliation, multicurrency translation, complex ownership calculations and financial consolidation rules 3. Care for customers. By allowing more transparency or visibility into the claims process, insurers are able to provide better customer service and see where they are missing service targets. 4. Reduce costs and increase efficiency by creating a self-service reporting platform that reduces the demand on IT while enabling insurers to make more timely decisions on claims, quickly analyze sales agent performance and serve customers more efficiently 5. Make planning easier by augmenting or replacing cumbersome spreadsheet-based systems with flexible, connected planning software that reduces consolidation, close and reporting cycles by days or weeks Banking Chemicals and Petroleum Consumer Products Defense Education Government Healthcare Hospitality and entertainment Insurance Manufacturing Pharmaceuticals and life sciences Retail Supply chain 2. 2.SAP (example of software: SAP BusinessObjects business intelligence solutions 1. Leverage SAP BusinessObjects business intelligence (BI) solutions that can empower your users to make effective, informed decisions based on solid data and analysis. 2. SAP BusinessObjects BI OnDemand – Explore, report, and share data with the SAP BusinessObjects BI OnDemand solution. Its a comprehensive business intelligence solution in a software-as-a-service (SaaS) model that helps users get up and running in minutes. 3. SAP BusinessObjects BI OnDemand for Salesforce.com – Leverage your data in Salesforce for faster, more robust sales reporting – transforming customer relationship management (CRM) data into a strategic asset. 4. SAP BusinessObjects information management (IM) solutions that can help you deliver integrated, accurate, and timely data – both structured and unstructured – across your enterprise 5. SAP BusinessObjects enterprise performance management solutions – Capitalize on the value of your corporate data, enabling your organization to become more agile and competitive by providing organizational alignment, visibility, and greater confidence. Source: Source: http://www.sap.com/solutions/sapbusinessobjects/ondemand/index.epx Transportation Healthcare Banks and Other financial services Government Retailing Hospitals Security and Defense CRM Software & Vendor 1. Oracle (software: Siebel Customer Relationship Management (CRM) Applications 1. Oracles Siebel CRM helps organizations differentiate their businesses to achieve maximum top-and bottom-line growth 2. Comprehensive on premise and on demand CRM solutions 3. Tailored industry solutions 4. Role-based customer intelligence and pre-built integration 5. Enhance productivity by uncovering hidden demand and focusing on more of the right leads Source: http://www.oracle.com/us/products/applications/siebel/index.htm Aerospace and Defense Automotive OEM Supplier Chemicals Communications Consumer Goods Education and Research Higher Education and Research Primary and Secondary Education (K-12) Engineering and Construction Financial Services Banking Capital Markets Healthcare Payer Provider High Technology Distribution OEM: Complex Equipment OEM: Consumer Electronics Outsourced Manufacturing Services Semiconductor Software Industrial Manufacturing Durable Goods Heavy Equipment and Machinery Manufacturing Professional Services Business Services Consulting Services Legal Services Staffing Public Sector National and Local Government Defense Justice and Public Safety Social Services Retail Travel and Transportation Heavy Equipment and Machinery Manufacturing Industrial Products Insurance Life Sciences Clinical Pharmaceuticals and Biotechnology Medical Devices Media and Entertainment Natural Resources Raw Materials Producers Mining Mill Products Oil and Gas Upstream Downstream Clean Energy Airlines Airports Hospitality Logistics Service Providers Ports Utilities Electricity Natural Gas Water Waste Management Wholesale Distribution Source: http://www.oracle.com/us/industries/index.html 2.Amdocs Customer Preference Systems Innovation 1. Smart Agent Desktop unifies your agents’ desktop to optimize contact center operations across all lines of business, for all business processes 2. Smart Device Support integrates CRM and mobile device management to empower Level 1 and Level 2 agents in the contact center to resolve smart device support issues quickly and effectively 3. Retail Experience allows store reps to seize every revenue opportunity during in-store interactions, reduce overall transaction time and deliver a differentiated brand experience 4. Universal Storefront enables you to offer, sell and service physical, network and value-added services with one backend architecture in a Web 2.0 portal framework 5. Convergent Order Hub provides an automated end-to-end ordering solution to reduce error fallout rates and operational complexity while providing a superior customer experience to your customers Source: http://www.amdocs.com/Offerings/CES-Portfolio/Customer-Management/Pages/Customer-Management.aspx Services: 1. 1.Customer Management 2. 2. Revenue Management 3. 3. Service and Resource Management 4. 4. Service delivery 5. 5. Portfolio Management 6. 6. Cable, Satellite and Online television 7. 7. Compact Convergence 8. 8. Local Advertising and Yellow Pages List of Customers: Acer Chian Telecom Far EasTone Yellow Pages Group O2 Germany Teracom Telewest Source: http://www.amdocs.com/About/Pages/Customer-List.aspx 3. HP (PeopleSoft) 1. With HP, you have an IT partner committed to providing innovative and proven solutions that provide measurable, bottom-line improvements. 2. Consolidate disparate business processes, applications and IT platforms to improve agility, boost responsiveness and accelerate time to market 3. Reduce costs to maintain EBITDA (earnings before interest, taxes, depreciation and amortization) 4. Implement solutions grounded in the business case and gain a realistic view of the consumer 5. Deploy a cost-effective, scalable and reliable IT environment Source: http://h10134.www1.hp.com/industries/government/ Communications, Media & Entertainment Consumer Industries & Retail Energy Financial Services Government Healthcare Manufacturing Transportation References Hall, Julie. Information Managament Magazine. June 2004. 6 March 2010 . Wikimedia Foundations, Inc. . 1 March 2010. 5 March 2010 . http://h10134.www1.hp.com/industries/government/ http://www.amdocs.com/About/Pages/Customer-List.aspx http://www.amdocs.com/Offerings/CES-Portfolio/Customer-Management/Pages/Customer-Management.aspx http://www.oracle.com/us/industries/index.html http://www.oracle.com/us/products/applications/siebel/index.htm http://www.sap.com/solutions/sapbusinessobjects/ondemand/index.epx http://www.sas.com/software/ http://www.sas.com/success/ http://www.sas.com/industry/telco/index.html http://www.sas.com/industry/banking/index.html http://www.sas.com/industry/aerospace/index.html Read More