logo

The Use of Crm Software | Report

   

Added on  2020-02-05

19 Pages6168 Words46 Views
Knowledge management andinformation system strategy1

Table of ContentsINTRODUCTION................................................................................................................................3PART A.................................................................................................................................................3Introduction and overview of the Marks and Spencer (M&S)........................................................3Evaluation of the system..................................................................................................................7Recommendation for future development.....................................................................................12PART B...............................................................................................................................................14CONCLUSION..................................................................................................................................14REFERENCES...................................................................................................................................152

INTRODUCTIONKnowledge management is regarded as iterative process which helps to ensure efficienthandling of information as well as resources within a commercial organization. In the present age offierce competition, businesses use innovative and advanced technologies so as to take competitiveadvantages over the rivals and improve their performance (Khodakarami and Chan, 2014). Themajor enterprise system involves Customer Relationship Management (CRM), Enterprise ResourcePlanning (ERP), Supply Chain Management (SCM), Knowledge Management system (KMS) andManagement Information System (MIS). This project is preparing to examine and evaluate the useof CRM software and its advantages and drawbacks for the organization. CRM software comprisesvarious tools and processes that businesses use to organize, track and manage prospectus over thewhole sales life cycle (Fournier, 2013). It manage the relationship between organization andcustomers and enhance their satisfaction level. As a result, companies became able to survive in themarket for a longer duration. Present assignment will addressed the role of customer relationshipmanagement in Marks and Spencer. It offers clothing, home and luxury food products to the widerange of consumers across the international boundaries of the world. PART AIntroduction and overview of the Marks and Spencer (M&S)Information system comprises software that helps to store, organize and evaluate data andthereby take effective decisions. It helps to convert raw data into useful information which helps inthe decision-making process. It is a combination of hardware, software, database, network, trainedpersonnel and procedures in order to facilitate effective business planning, maintainingcoordination, controlling and decision making as well (Martelo, Cepeda and Barroso, 2013). UKretail industry is one of the fastest growing industry in the world, hence companies are usingvarious information system such as ERP, CRM, SCM, Geographic Information System (GIS),Expert system, Database Management System (DBMS) etc. in order to achieve high success. Theindustrial technological trends are increasing rapidly to enhance competitive strength and marketposition. Information system or software is of great importance for the retail organizations as itenable firms to offer high quality products and services to the customers and satisfy their needsbeyond expectations (Nguyen and Mutum, 2012). Moreover, it helps to share business informationacross all the functional level and business hierarchies. M&S is a leading British multinational retailer which is headquartered in Westminster,London. It is a public limited company which operates in retail industry and listed on London StockExchange (LSE). It has been founded in the year 1884 and operates across various continents of the3

world such as India, Egypt, Greece, UK, Russia, France, Poland, Hungry, Spain and Finland. Themission of the company is to provide high quality cloths, home ware and food products atcompetitive and affordable prices so that large market share can be captured by delivering goodvalue for the money invested by the customers (Hollensen, 2015). Company sales cloths, homeproducts and food products to the global customer base through its retail stores. Its stores includescore shops, M&S Foodhall, hospitality, home stores, outlet stores, M&S simply food and onlineservices. Currently, it operates worldwide through more than 1330 stores.(Source: Wang and Feng, 2012)M&S's position in the retail industry can be analysed by BCG MATRIX analysis.StarsHigh growth, high market share Cash Cows Low growth but high market share Dogs Low growth and low market share. Question marks High growth and low market share 4

End of preview

Want to access all the pages? Upload your documents or become a member.

Related Documents
CRM in M&S: Strategy and Implementation
|19
|1634
|127

Management Information Systems: Case Study on M&S
|15
|4399
|42

Supply Chain Management Case Study 2022
|12
|3362
|23

Role of ERP in Organization
|9
|2714
|89

ERP System and SME’s
|10
|2458
|239

Introduction to Information Technology and its Impact on Marks and Spencer
|12
|3986
|341