ISY3004 E-Business Applications Project: CRM for Tasmanian Truffles

This project explores the implementation of e-business solutions for Tasmanian Truffles, focusing on utilizing an open-source Customer Relationship Management (CRM) system to manage its export and import business. The assignment examines various e-commerce approaches like B2B and B2C models and methodologies to improve the organization's reach and efficiency. The solution delves into the benefits of CRM software, including a 360-degree view of customers, cost reduction, and effective targeting. The project also highlights the significance of mobile applications in enhancing customer service and engagement, concluding that the organization can significantly improve customer experience and manage import/export activities through CRM and mobile app integration. References to relevant research papers and articles are provided to support the analysis.

E-Business Applications 0
Title: E-Business Applications
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E-Business Applications 1
Contents
Introduction................................................................................................................................2
Business Background.................................................................................................................2
E-commerce Approaches & Methodologies..............................................................................2
Utilizing Customer Relationship Software for Tasmanian Truffles......................................3
CRM Software that is Effective & is Available for Free.......................................................4
E-business Applications.............................................................................................................5
Conclusion..................................................................................................................................5
References..................................................................................................................................6

E-Business Applications 2
Introduction
With e-commerce taking over the world and replacing the traditional method of
shopping, it has become crucial for the organization to develop an effective e-commerce
system with the help of open source Customer Relationship Management. With the customers
having the availability of attaining resources from any part of the world, the export and
import business has also been affected massively, as the individual organization is serving the
customers directly. In this assignment, the current trends and approaches of e-commerce have
been examined to successfully implement it in the organization, Tasmanian Truffles. The
main aim of this assignment is to utilize the different methodologies of e-commerce in
managing the import and export activities of the organization.
Business Background
The organization, Tasmanian Truffles, has been in business since 1999. The
organization excels in offering customers with the best quality black truffles. The
organization main driving force is to their passion towards producing the finest quality
truffle, along with the pursuit of perfection. The organization though have been functioning
for twenty years but still, they have still there sales are restricted to only a few years in
Australia. Therefore, it is crucial that the organization utilizes e-commerce effectively to
expand their reach and also utilizes the methodology of e-commerce to appropriately manage
the export and import activities. Due to advancement in technology and the digitalization, it
has become paramount for the organization to make this change (Tasmanian Truffles, 2019).
E-commerce Approaches & Methodologies
There are various e-commerce approaches which can be utilized by the organization,
Tasmanian Truffles to implement an effective e-commerce solution. Some of them are –
 B2B E-commerce Model

E-Business Applications 3
As the name suggests, this business model has the main focus on offering
products from one business to another. This type of model is perfect for
organizational sectors like service, supplies, and many others. For the Tasmanian
Truffles, this can be an appropriate choice to serve a large number of audience. This
type of business model though requires more startup cash. The organizations like
ExxonMobil Corporation, Boeing Company, Archer Daniel Midlands, and the
Chevron Corporation are some of the examples of B2B e-commerce (Santouridis and
Veraki, 2017).
 B2C E-commerce Model
The other approach that can be utilized by the organization Tasmanian
Truffles is the B2C e-commerce. This type of e-commerce is flourishing in the market
and changed the working approaches of organizations completely. This e-commerce
model has replaced and transformed the traditional retail model. With e-commerce,
the organization can increase its sales massively as they are reaching out to a larger
number of customers which a physical store can never reach (Reisenwitz, 2018).
Utilizing Customer Relationship Software for Tasmanian Truffles
Customer Relationship Management (CRM) explains various aspects associated with
serving and managing customer and it includes marketing, service, and sales related
interactions, which an organization conducted with its customers or potential customers. The
CRM systems facilitate an organization with information by tracking and managing the
communications via email, telephone, web, chats, social media, corporate marketing
information, and mobile application. The CRM system is utilized by both the companies, that
is, B2B & B2C companies (Beal, 2019).
The Tasmanian Truffle can utilize the open source CRM system in managing its import
and export activities by –

E-Business Applications 4
 The organization can attain a 360-view about prospective customers and their needs.
As the organization will be expanding its approach to diverse regions, the CRM
system will provide with information which can be utilized for targeting the
customers effectively. Also, it will be through this system that the organization can
easily evaluate the effectiveness of different approaches and their impact on the sales
of the organization.
 A crucial activity of the import and export business is to reduce the customer
management cost, as this also helps in increasing the profitability of the organization,
along with offering the customers with products on reasonable prices. For the
organization Tasmanian Truffles, this is even more crucial as they provide the
customer with a luxury food product which is very expensive. Thus, with a higher
customer management fee, the price of the truffles will increase more. Therefore, the
CRM system will help in reducing the customer management cost which will be
beneficial for the organization (Cho, 2011).
CRM Software that is Effective & is Available for Free
Some of the popular CRM Solutions which the organization can utilize free of cost are –
 Agile CRM.
 Bitrix24.
 CapsuleCRM.
 Hubspot CRM.
 Raynet.
 Really Simple Systems
 SuiteCRM.

E-Business Applications 5
E-business Applications
The organizations have now reached even a large audience through the advancement
of e-commerce with the help of mobile applications. According to the latest reports, this has
been analyzed that shopping with the help of mobile applications is growing immensely, with
customers spending humongous time on different mobile applications (Saleh and Goodwin,
2012). Also, in the last five years, the shopping applications have contributed immensely to
the sales of the organization by hiking it by more than 50 percent over the years. With the
help of mobile applications the organization and customers have come closer, which has
helped the organizations to improve their relationship with the customers. With the analysis
of mobile applications, the organization can understand the needs of the customers and can
successfully offer them with improved services (Giannakis-Bompolis and Boutsouki, 2014).
For the Tasmanian Truffles, the mobile application can help the organization in
offering the customers with better services, which can increase the organization’s customer
count massively in a short span of time. It is the perfect way for the organization to utilize the
information obtained from the CRM systems and utilizing them effectively via a mobile
application to increase the profits of the organization (Le Tan, 2017).
Conclusion
Thus, in the end, this can be concluded that the organization Tasmanian Truffles can
utilize the CRM systems and the mobile applications for serving the customers with the
extreme customer experience and also in managing their different import and export activities
in a better way. The different information obtained from the CRM software can be utilized
for understanding the needs of the customers, along with reducing the customer management
cost, which will be beneficial for the organization.

E-Business Applications 6
References
Beal, V. (2019). What is open source CRM? Webopedia Definition. [online] Webopedia.com.
Available at: https://www.webopedia.com/TERM/O/open_source_crm.html [Accessed 25
May 2019].
Cho, Y. (2011). Assessing User Attitudes Toward Mobile Commerce In The U.S. Vs. Korea:
Implications For M-Commerce CRM. Journal of Business & Economics Research (JBER),
6(2), pp.10-20.
Giannakis-Bompolis, C. and Boutsouki, C. (2014). Customer Relationship Management in
the Era of Social Web and Social Customer: An Investigation of Customer Engagement in the
Greek Retail Banking Sector. Procedia - Social and Behavioral Sciences, 148(1), pp.67-78.
Le Tan, T. (2017). Successful Factors of Implementation Electronic Customer Relationship
Management (e-CRM) on E-commerce Company. American Journal of Software
Engineering and Applications, 6(5), p.121.
Reisenwitz, C. (2018). The 8 Best Free and Open Source CRM Software Solutions - Capterra
Blog. [online] Blog.capterra.com. Available at: https://blog.capterra.com/free-and-open-
source-crm/ [Accessed 25 May 2019].
Saleh, A. and Goodwin, R. (2012). E-commerce Smartphone Application. International
Journal of Advanced Computer Science and Applications, 3(8), pp.13-30.
Santouridis, I. and Veraki, A. (2017). Customer relationship management and customer
satisfaction: the mediating role of relationship quality. Total Quality Management &
Business Excellence, 28(9-10), pp.1122-1133.
Tasmanian Truffles (2019). About. [online] Tasmanian Truffles. Available at:
https://tastruffles.com.au/about-us [Accessed 25 May 2019].