Case study -2

CASE STUDY -2
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Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY..................................................................................................................................3
Objective of Case study..........................................................................................................3
Different type of the Problem faced by the company.............................................................4
CRM and Different type of the CRM.....................................................................................4
Benefit of using CRM in an organization...............................................................................5
Determine that it is good time to invest in information systems development project..........6
Benefits sales force caters hotwire. com over their previous system.....................................7
Considerations are needed in deciding whether to host own system or outsource to vendor 8
CONCLUSION...............................................................................................................................9
REFERENCES..............................................................................................................................10
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INTRODUCTION
Customer relationship management (CRM) is a technology for managing all your
company's relationships and interactions with customers and potential customers. This report
used to highlights the case study of Hotwire.com. This report highlights the objective of the case
study in the market. After that the report highlights the different issue which is faced by the
company in the market. After that the report highlights the definition of the CRM and different
type of the CRM and which one is better for the organization. In the end the report goes on to
explain the different benefit of CRM which will be seen by the organization.
MAIN BODY
Objective of Case study
To introduce sales force CRM system in an organization
It is the first objective of case study to manage the different database in the company. As
a result organization is looking to introduce the CRM system in the organization. Company is
looking to introduce Sales force data base in the organization. It will help the company in
managing and building good database to record different data in an organization. Current system
of the company is lacking some how in providing the same help in the organization.
Building relationship with different business as well as customer
It is another objective of the company behind the case study as company is looking to
manage the information of different organization and customer of the company in a way in the
organization that organization used to help the company in managing good customer relationship
as well as B2B relationship in the organization. New system will help the company in
synchronizing the different information in better way and helping other interested parties.
Improve internal as well as external communication
Company at the same time is also looking to manage good communication between
different operational branches of the company through out the Globe. There is much different
information from different branches to make different decision in the organization. So
organization is looking to build good communication software in the organization to improve the
efficiency of the business in a long run.
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Different type of the Problem faced by the company
Going through the case study has helped in evaluating that there are couple of the issue which
are faced by the company in the organization. Problem which is faced by the company are as
follows:
System error: It is the first issue or Problem which is faced by the company. As in the
past company was using the spreadsheet as the tool to manage the different data of different
branches of the company but it was find out by the company that there were many different bugs
which was find out in the system of the company. This was eventually creating the issue of
impacting the efficiency of the business. It was creating the issue of wrong decision making in
the organization in long run. As it was find out that the issue which is faced by the company in
the market is that it was difficult for the company to store the variety of the information in the
spreadsheet system of the organization (Santouridis and Veraki, 2017).
Selecting best database system: It is another problem which is faced by the company in
the market. As it has been highlighted that it is getting difficult for the company in selecting the
best data recording system in the organization through which organization can easily manage the
different data of the company in better way in the nation. In the first company has thinking of
making up of own database in the organization and after that they have decided to go with the
CRM. More specifically sales force CRM in the company, so it is indentified that there are many
different type of the issue which is faced by the company in the market at the time of selecting
the data base of the company in the market through which organization can manage different
information of the company in the market.
CRM and Different type of the CRM
CRM Customer relationship management software is system software that used to
manages the different type of the company interaction and relationship with current as well as
the potential customer of the company (Soltani and Navimipour, 2016). CRM software
generally used to enhances the customer relationship of the business with the help of managing
the interaction with the customer and streaming the different process to convert the potential
customer and manage the already made customer base of the company in the market. CRM also
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