Business Solutions Report: CRM & ERP Strategy for World University

This business report proposes Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP) business solutions for World University, an online institution. It addresses the university's needs, including enabling lecturers to teach from any branch, allowing students to learn anytime and graduate from any country, running a customer loyalty scheme, and controlling the sales of e-books and laptops. The report details the properties of CRM, such as ease of use, compatibility, and usage report generation, and outlines the components of ERP, including human resource management, accounting and finance, workflow management, sales management, and customer relationship management. It also emphasizes the importance of social media for increasing customer engagement and suggests cloud storage for easy and secure data access. The integration of these solutions aims to enhance the university's operations, improve customer satisfaction, and achieve its objectives.

Business Report 1
Name
Institution
Business Report

Business Report 2
Executive summary.........................................................................................................................3
Introduction......................................................................................................................................4
Business sollutions to be used.........................................................................................................5
Customer Relationship Management business solution...............................................................5
Properties of a customer relationship business solution...........................................................5
Easy to use............................................................................................................................5
Compatibility........................................................................................................................5
Production of usage reports..................................................................................................6
Keeping track of the needs of the customers........................................................................6
Enterprise Resource Planning business solution..........................................................................6
Human resource management business solution......................................................................6
Work-flow management business solution..............................................................................7
Customer relationship management business solution.............................................................7
Sales management business solution........................................................................................7
Account and Finance business solution....................................................................................8
Modules....................................................................................................................................8
Business intelligence module...............................................................................................8
Importance of the social media....................................................................................................8
Increasing the number of customers.........................................................................................8
Conclusion.......................................................................................................................................9
Recommendation.............................................................................................................................9
References......................................................................................................................................10

Business Report 3
Executive Summary
Following the system prerequisites that have been specified by the World University that
is fully online, it became necessary for writing this report to suggest the business solutions that
should be incorporated into this university that conforms with this system requirement. The
business system is required to carry out the following processes; enabling lecturers to teach from
any of its branches, student can learn any time, students can graduate from any country, run
successfully a customer loyalty scheme where any student can be awarded for introducing a new
student and controlling the sales of E-book and laptops.
To successfully run these processes by the World University, the management requires to
adopt some better business practices. This report has proposed two business solutions that need
to be incorporated into the operations of this university. These two business solutions include the
following; Customer Relationship Management business solution (CRMs) and Enterprise
Resource Planning business solution (ERP). These two practices are very essential and vital in
any business. However, these two solutions need to be merged and applied appropriately so that
they can be effective and consequently, enabling the World University to achieve it’s specified
goals and the objectives. In addition, cloud storage is proposed to implement the operations of
the World University that can enable the data and files of the students to be saved online hence,
easy access by the students. And afterwards, the students can access any World University files
like learning documents for different courses anytime as they wish from any country. Also, cloud
storage is a very cheap method of storing information. Besides, cloud storage is more secure. For
instance, the information can be encrypted preventing unauthorized access.

Business Report 4
Introduction
There are many activities of World University, although the senior management have
narrowed down to only two core activities that include running successfully a customer loyalty
scheme where any student can be awarded for introducing a new student and selling of internet-
based books and laptops. The report has concentrated much on these key activities as specified
by the senior management. Apart from these two key activities, the report is also concerned with
how the two business solutions namely: customer relationship management business solution and
enterprise resource planning business solution can be incorporated into the World University
operations. In addition, this report discusses in detail the applicability of these two solutions to
facilitate easy running of World University operations especially the two main activities.
Customer relationship management solution is characterized by the following user
privileges; easy to use, compatibility, production of usage reports and keeping the track of the
needs of the customers (Khodakarami & Chan, 2014). Easy to use is self-explanatory meaning
that the business solution does not involve any technicality in the process of its adoption while
compatibility states that the business solution can be applied to the business operations without
resulting in any conflicts. Production of usage reports is associated with the number of activities
that has taken place in the system. On the other hand, keeping track of customers needs is
associated with the information on how the customers perceive the processes in which the
activities are done. Enterprise resource planning business solution comprises of the following;
human resource management business solution, account and finance business solution, work-
flow management business solution, sales management business solution and customer
relationship management business solution (Shen, Chen, & Wang, 2016).

Business Report 5
Business Solutions to be used.
Customer Relationship Management Business Solution
Customers are very essential for the success of any business thus the gap between the
customers and the management of the business should be reduced. With the growth of
technology, the relationship between the business management and the customers has been
enhanced. Businesses need to interact with their customers as a way of retaining them because of
high competition that’s experienced in businesses that deal with similar goods (Khodakarami &
Chan, 2014). Poor handling of customers can lead to losing of customers hence resulting in low
profits. The interaction between the management and the customers enables the business owners
to determine the requirements of their customers. Therefore, with CRMs in place, the business
can manage to retain its customers. Incorporation of CRMs into the World University is very
essential. This solution will be applied in study Together Loyalty where it will be used to
monitor the activities of the students such as the number of the students that have referred other
new students. Subsequently, the selected students will be rewarded.
Properties of a customer relationship business solution.
Easy to use
Learning how to use CRMs is very easy and takes a little time. Using CRMs does not
require any technicality or skills, although it requires a little learning. The procedure that
describes how this business solution is used is very simple (Navimipour & Soltani 2016). Apart
from easy to use, CRMs are also reliable. They are not prone to errors. For instance, CRMs will
give rewards automatically to the student that has introduced a new student basing on the
specific course. Easy learning and using of this business will lead to more students as it will

Business Report 6
encourage the existing students to refer many students hence resulting in generation of a lot of
profits.
Compatibility
This simply means that CRMs can incorporate the new system added into it without
resulting in errors and problems. In addition, this suggested business solution does not require
any modifications while new system is added onto it. Therefore, the World University will
incorporate the new system into the existing system with a lot of ease when the need arises. .
These two business solutions include the following; Customer Relationship Management
business solution (CRMs) and Enterprise Resource Planning business solution (ERP)
Production of usage reports
The report on day-to-day business operations can be produced automatically. Apart from
the daily reports, CRMs can also be used to compile and calculate data provided to the system
from time to time (Khodakarami & Chan, 2014). For instance, CRMs can determine the total
number of students that have logged into the system for a period of about one week or more.
These reports will help the World University management to determine whether the business is
making losses or profits. Also, this information will assist the management to identify which
sections of the World University are supposed to be improved depending on the reports.
Keeping track of the needs of the customers
Customer relationship management would help the World University management to
determine whether the university is fulfilling the demands that are made by their students. Also,
the university management would also be able to determine if the desires for their students have

Business Report 7
been satisfied (Khodakarami & Chan, 2014). In addition, CRMs will also assist the World
University management to make the right decisions basing on the reports provided with their
students. Therefore, the method and ways on which certain activities and functions are conducted
will be improved with an aim of satisfying the needs and desires of the students by the
management.
Enterprise Resource planning business solution
The Enterprise resource planning business solution is concerned with how certain
essential features of a business are governed and controlled by the business management. In
addition, it also focuses on how these essential features can be compiled (Shen et al., 2016).
Enterprise resource planning business solution comprises of the following; human resource
management business solution, account and finance business solution, work-flow management
business solution, sales management business solution and customer relationship management
business solution. Apart from the six components, there is also an inclusion of business
intelligence, these are described as below.
Human resource management business solution
This kind of business solution is used to manage all the people within a certain
organization or the company (Shen et al., 2016). For example, it will be used in World
University to manage and control all the information about the agents, employees, students and
managers. Through this approach, all the properties that are possessed by the World University
ranging from internet-based books and computers can be managed easily. Therefore, proper
management of the university properties would enable it to be able to achieve its objectives and
purpose. Besides, the assets of the World University will be utilized maximumly as a result.

Business Report 8
Accounting and finance business solution
This business solution would be very essential in controlling all the financial resources of
World University. Some of the financial resources of World University include the wages paid to
the workers and the amount collected from laptop sales (Shen et al., 2016). This information will
enable the World University management to control extravagance of university resources
especially financial resources. The management will also be able to determine whether the World
University has been able to make profits by comparing the financial report of the income against
the total money spent.
Work-flow management business solution
This solution will enable the World University management to monitor easily the ways on
which certain processes are carried out. Basically, this business solution is used to control and
govern a series of jobs that are carried out within a certain organization or company (Shen et al.,
2016). In addition, it also defines the type of work that each group of people is supposed to carry
out within a company. For any business to succeed, jobs and tasks need to be completed within
the allocated time. For instance, the employees of the World University such as the lecturers
would be able to carry out their duties as specified in the solution.
Customer relationship management business solution
This business solution is used to enhance the interaction between the business management
with its customers (Shen et al., 2016). Businesses need to interact with their customers as a way

Business Report 9
increasing the chances of retaining them because of high competition that’s experienced in
businesses that deal with similar goods. Poor handling of customers can lead to losing of
customers hence resulting in low profits. The interaction between the management and the
customers enables the business owners to determine the requirements of their customers.
Sales management business solution
This business solution deals with co-ordination of all sales activities within a company or
an organization (Shen et al., 2016). It is very important to determine the type of goods with less
sales so that the management can try to make an improvement on the advertisement of such
goods to increase their market size. The results of the sales can also assist the business
management to foretell the change in market prices of certain goods. This business solution can
be incorporated into World University to enable the management to be able to determine the total
sales of their products like internet-based books.
Business Intelligence Module
There are many roles of business intelligence , some of the roles includes data mining.
Business intelligence is used in any business to assist the management in developing the new
ideas and suggestions from the data collected (Wixom et al.,2014). This technology will help the
World University management in discovering the new student depending basing on the data
collected.

Business Report 10
The Importance of the Social Media
Increasing the number of customers
Social media platforms can easily facilitate the communication between the business
management and their customers (Stelzner, 2014). Some of the social media platforms which
can easily be utilized under this particular case includes the following, twitter handles, facebook
pages , Instagram, telegrams and also vibe chats . This is very important as it can enable the
business management to determine the needs of their customers I their day to day operations.
Furthermore, the management can encourage many people to purchase their products through
advertisement therefore increasing sales of the products which are being advertised through the
same platforms. This can be applied to the World University where the management can use the
social media as a tool for advertising its services. Many students will also be motivated to join
the World University. In addition, the rate of selling the internet-based books and laptops will
also increase rapidly.
Enhanced brand mindfulness
Online networking is a standout amongst the most tranquil and productive computerized
promoting stages that can be utilized to expand your business perceivability. To begin, make
web-based social networking profiles for your business and begin organizing with others. By
applying an online networking system, it will help you essentially increment your image
acknowledgment. By spending just a couple of hours for each week, more than 91% advertisers
guaranteed that their social promoting endeavors enormously expanded their image
perceivability and uplifted client encounter. Without a doubt, having an online networking page

Business Report 11
for your image will profit your business and with a general utilize, it can likewise deliver a wide
gathering of people for your business right away.
Financially savvy
For a promoting procedure, online networking advertising is conceivably the most financially
savvy way. Making a record and joining is free for all long range informal communication
stages. Be that as it may, in the event that you choose to utilize paid publicizing via web-based
networking media, dependably begin little to perceive what you ought to anticipate. Being
financially savvy is essential as it encourages you achieve a more noteworthy quantifiable profit
and hold a greater spending plan for other showcasing and business installments. Just by
contributing a minimal expenditure and time, you can fundamentally expand your transformation
rates and eventually get an arrival on speculation on the cash that you basically contributed.
Conclusion
Incorporation of ERP and CRM into the World class university can result into many
benefits as evidenced throughout the report. For instance, CRM is characterized by many user’s
privileges such as easy to using the system for both non programmers an also programmers,
compatibility with various software techonologies, production of usage reports and keeping the
track of the needs of the customers. These characteristics of the CRMs make it possible for the
management of any business to be able to interact with its users. On the other hand, ERP is
essential in controlling and managing all the activities that are carried out in a certain company
ranging from finance to the duties of the employees.

Business Report 12
Recommendation
World University should incorporate ERP and CRM business solutions into their
operations. These two solutions will enable the World University to achieve its goals and
objectives. In addition, World University should also incorporate social media into their
operations for the purposes of advertisement of its services and selling of its products like
laptops. By so doing, this will more than ever increase the productivity of that and also meet the
needs and the goals which are set out.
References
Khodakarami, F., & Chan, Y. E. (2014). Exploring the role of customer relationship management
(CRM) systems in customer knowledge creation. Information & Management, 51(1), 27-42.
Navimipour, N. J., & Soltani, Z. (2016). The impact of cost, technology acceptance and
employees' satisfaction on the effectiveness of the electronic customer relationship management
systems. Computers in Human Behavior, 55, 1052-1066.
Shen, Y. C., Chen, P. S., & Wang, C. H. (2016). A study of enterprise resource planning (ERP)
system performance measurement using the quantitative balanced scorecard
approach. Computers in Industry, 75, 127-139.