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" (Fitzgerald, 2006) Groupware technologies are those of either: (1) 'synchronous' groupware; or (2) 'asynchronous' groupware. Synchronous groupware is used when real-time communication is needed and Asynchronous groupware is used where users access group information at different times. Another groupware technology feature is whether the users are working in the same location or in different locations. For the company that has several various workgroups that, while separate units, are required to work in collaboration with one another, enabling business communications within the organization is key to efficiency and productivity for the company.
IV. CUSTOMER SUPPORT PLAN
In the initiative to implement information technology across the organization it is critically important that a customer support plan be in place to assist customers with any complications or confusion that might arise due to the new processes and methods related to the use of the Information Technology. A customer support plan requires support on various levels including: (1) asynchronous support; (2) synchronous support; and (3) proper introduction of the information technology being implemented across the organization in relation to how the implementation of this information technology will directly impact the customer. The following plan has been adapted from the Microsoft Dynamics work entitled: "CRM Implementation - Implementing a Customer Relationship Management System" which states that the CRM implementation process is inclusive of "...defining business objectives, businesses processes, organization structure, customer hierarchy, and management needs." (2005) the CRM plan is ever-evolving as the organization grows and essential for success is "planning for change." (Microsoft Dynamics, 2005) Customer support should begin with the planning stage, which should be the stage in which the customers are provided with an introduction to the changes that will be taking place. During stage two, the change is envisioned and roles and responsibilities of the customer support team are assigned. During the Planning and Design stage a detailed project plan should be developed with all business processes examined and an analysis of the gap between the requirements of the business and the processes already existing should be completed. During the Configuration and Development stage the customer relationship management software is installed and configured with integration and customizations as needed and application testing being conducted as well. The Deployment stage is one in which the...
A quality review questionnaire should be conducted at this stage of it implementation. The final stage in CRM implementation is the support stage, which is ongoing and integrated into the structure of the business and the overall business objectives and strategies.
V. DEVELOPING PARTNERSHIPS in CRM and it
Partnerships between enterprises for customer relationship management and information technology deployment broadens the reach of the organization in many areas as well as enabling a smoother transition for the company during it and CRM deployment and implementation. It is important to remember that effective communication both within and without the organization has the capacity to add value both internally and externally.
Bibliography
Arunthari, Santipat (2005) Information Technology Adoption by Companies in Thailand: A Study of Enterprise Resource Planning System Usage. Information Systems - University of Wollongong. Online available at http://www.library.uow.edu.au/adt-NWU/uploads/approved/adt-NWU20060303.100631/public/02Whole.pdf
Bjork, B.C. (2005) Factors Enabling Information and Communication Technology Diffusion and Actual Implementation in Construction Organizations. Online available at http://www.itcon.org/data/works/att/2005_14.content.02646.pdf chapter 2
CRM Implementation - Implementing a Customer relationship Management System 25 July 2005 Microsoft Dynamics CRM. Online available at http://www.microsoft.com/dynamics/crm/using/12/implementationprovenprocess.mspx
Fitzgerald, Patrick W. (2006) Groupware and Continuous Improvement in Knowledge-Based Organizations. Online available at http://www.saumag.edu/abis/ABIS_Proceedings_March06.pdf
Gregus, Michal, and Benova, Eleonora (nd) Strategic Role of Information Systems in Contemporary Management. Faculty of Management, Comenius University in Bratislava. Online available at http://sbus.montclair.edu/cib/Conference%20CD/Section%208.pdf
Krietsch, Ryan and Friesen, Daniel, D. (2006) Predicting Success of Small Business E-Commerce. Online available at http://www.saumag.edu/abis/ABIS_Proceedings_March06.pdf
Regan, Elizabeth a. & O'Connor, Bridget N. (2002). End-user information systems: Implementing individual and work group technologies. (2nd ed.) New Jersey: Prentice-Hall, Inc.
Technology's Impact and Added Value to the Organization
Bibliography
Arunthari, Santipat (2005) Information Technology Adoption by Companies in Thailand: A Study of Enterprise Resource Planning System Usage. Information Systems - University of Wollongong. Online available at http://www.library.uow.edu.au/adt-NWU/uploads/approved/adt-NWU20060303.100631/public/02Whole.pdf
Bjork, B.C. (2005) Factors Enabling Information and Communication Technology Diffusion and Actual Implementation in Construction Organizations. Online available at http://www.itcon.org/data/works/att/2005_14.content.02646.pdf chapter 2
CRM Implementation - Implementing a Customer relationship Management System 25 July 2005 Microsoft Dynamics CRM. Online available at http://www.microsoft.com/dynamics/crm/using/12/implementationprovenprocess.mspx
Fitzgerald, Patrick W. (2006) Groupware and Continuous Improvement in Knowledge-Based Organizations. Online available at http://www.saumag.edu/abis/ABIS_Proceedings_March06.pdf
Gregus, Michal, and Benova, Eleonora (nd) Strategic Role of Information Systems in Contemporary Management. Faculty of Management, Comenius University in Bratislava. Online available at http://sbus.montclair.edu/cib/Conference%20CD/Section%208.pdf
Krietsch, Ryan and Friesen, Daniel, D. (2006) Predicting Success of Small Business E-Commerce. Online available at http://www.saumag.edu/abis/ABIS_Proceedings_March06.pdf
This is necessary to provide a seamless platform on which health solutions can be effectively integrated and deployed. Without using such a platform, the development of electronic health care facilities will be more difficult to deploy. In other words, Tele-health is part of the overall healthcare ICT (Information Communications Technology) solutions that enables healthcare to be pushed out to the edge, for local delivery, and to be more evenly,
" (p.1) It is reported that a study was conducted in what was a "…small pilot study…at a large research university, the initial facilitation team reviewed several synchronous software products available on the market to determine if each met general. After eliminating from further analysis those that did not meet the criteria, the remaining products were reviewed from an administrative perspective." (p.1) Stated as being particularly important were "…compatibility with
This is beneficial for businesses, customers and the financial institutions. With these things understood partnerships are an essential aspect of providing positive outcomes for customers while also having the ability to conduct business at higher volumes and more efficiently. Conclusion The purpose of this discussion is to explain the impact of technology on customers. The research found that technology has added a great deal of value to people's lives. In addition
In this regard, Higgins (2002) reports that Micros Systems Inc. introduced a custom application specifically for the hospitality industry early on, and despite the lingering effects of the September 11, 2001 terrorist attacks on the market, this company and others such as BDM International Inc. are continuing their efforts to provide hotels, restaurants and other organizations competing in the hospitality industry with the information technology they need to become
Technology: Customer Relationship Management The lifeblood of any business are its customer relationships and the lifetime value of customers from one product or service generation to the next. As cost and time pressures impact a business however they often resort to dealing with customers on transactions only, not investing the time in fully understanding their needs. As the text and course have shown, the integration of technologies into customer relationship strategies
technology are often widespread and have the possibility to change the way humankind operates within itself. Technology paves the way for new technology creating a system of seemingly eternal growth and unlimited potential. It is therefore important and worthwhile to investigate and highlight certain aspects of the ways technology impacts different environments. Customers of technological products, at the end of the supply chain, are the ultimate decision-makers and cast