G S T 5 0 8 3 INFORMATION SYSTEMS & ELECTRONIC COMMERCE

Group Members1. Mohd Razali Bin Arshad2. Mohammad Nizam Wang 3. Zaidi Sharkawi 4. Siti Rohaya Wahet

CUSTOMER RELATIONSHIP MANAGEMENT HEADS TO THE

CLOUD

Question 1 : What type of companies are most likely to adopt cloud-based CRM software services? Why? What companies might not be well suited for this type of software?

• The types of companies that adopt cloud-base CRM software service is small businesses that find the on demand model especially appealing because there are no large up-front hardware and software investments or lengthy implementation on corporate computer system.

• A task feature automatically generate specific task based on the type of lead and the stage in the sales process. The system automates customer service functions including order confirmation, follow up customer satisfaction surveys and shipping notification. Cloud base software service also appeals to large companies. The system with automated reports and dashboards monitoring key performance indicators, sales calls, and sales volume.

• CRM software service also help to create more successful marketing campaign. Not all companies experience gains of that magnitude and cloud computing does have drawback. Companies that manage their CRM apps with a cloud infrastructure have no guarantees that their data will be available at all time, or even that the provider will still exist in the future.

Question 2 :What are the advantages and disadvantages of using cloud-based enterprise applications?

Question 3 : Why did the companies described in this case need to maintain and analyse ? What business benefits did they obtain?

The British LibraryThe British Library needed to maintain and analyze big data because traditional data management methods proved inadequate to archive billions of Web pages and legacy analytics tools couldn’t extract useful knowledge from such quantities of data.

New York Police Department (NYPD)NYPD need to maintain and analyze big data because:Allow the NYPD quickly respond on the criminals occurred.Help NYPD to obtain sources of the suspects, such as suspect’s photo, past offences or addresses with maps, can be visualized in seconds on a video wall.

Vestas

Vestas need to maintain and analyze big data because :• Vestas is the world’s largest wind energy company.• Location data are important to Vestas so that can accurately place its turbines.• Areas without enough wind will not generate the necessary power.• Area with too much wind may damage the turbines.• Therefore, Vesta relies on location-based data to determine the best spots to

install their turbines.• Vesta’s Wind Library currently stores 2.8 petabytes od data.

CONT’S

HertzCar rental giant Hertz need to maintain and analyze big data because :• Reducing time spent processing data.• Improving company response time to customer feedback.• Hertz was able to determine that delays were occurring for returns in

Philadelphia during specific time of the day.• Enhanced Hertz’s performance and increased customer satisfaction.

CONT’S

What business benefits did they obtain?

The business benefits for maintaining and analyzing big data are as follows:

1.Competitive advantages2.Performance Enhancement3.Increase customer satisfaction4.Attract more customers and generate more revenue5.Improved decision making (faster & accurate)6.Excellence operational7.Reduced cost and time spent

CONT’S

Question 4 : Identify three decisions that were improved by using big data.

1. Optimal uses of resources and operational timeBy using the big data, the companies can optimal uses of their resources to enhance performance. Vestas can forecast optimal turbine placement in 15 minutes instead of three weeks, saving a months of development time for turbine site.

2. Quick and effective decision makingDecision making improves and can be quickly and effective by using big data. Visitor of The British Library and NYPD can quickly and effective searches data from the British Library Web sites. NYPD can make a faster decision to gather the suspect’s detail by using The Real Time Crime Center.

3. Reduce operational cost and other related costCompany quickly makes the right decision and hence will eliminate wrong decision. Example, Hertz was able quickly adjust staffing levels at its Philadelphia office during those peak times; ensuring a manager was present to resolve any issues.

Question 5: What kinds of organizations are most likely to need big data management and analytical tools? Why?

• Organizations which responsible to store the huge information such as national library, registration department, income tax and so on because these organizations typically be a sources for government and the public.

• Authorities Organization such a police department, custom, immigration because they need to store a big data about criminals and also public to use for safety of the society.

• Organization to go green need the big data about the weather and location because the weather and location data are very useful for the companies to accurately make a decision.

• In this case, Vestas needed the data about location and wind to locate their turbines

THANK YOU