GST 5083 - INFORMATION SYSTEMS & ELECTRONIC COMMERCE

MASTER OF BUSINESS ADMINISTRATION

Malaysian Graduate School of Entrepreneurship & Business

UNIVERSITI MALAYSIA KELANTAN( UMK SARAWAK )

GROUP MEMBERS

1. Arni B. Hj. Morshidi P14D461P2. Anisah Bt Ismail P14D389P3. Syarifah Rohaya Bt Wan Idris P14D397P4. Dayang Adelina Bt Hj Abang Muan P14D394P5. Norhana Aini Bt Saini P14D398P

CUSTOMER RELATIONSHIP MANAGEMENT HEADS TO THE CLOUD

CASE STUDY MEETING 4

Question 1•What types of companies are most likely to adopt cloud-based CRM software services? Why? What companies might not be well-suited for this type of software?

Question 2•What are the advantages and disadvantages of using cloud-based enterprise applications?

Question 3

• What management, organization, and technology issues a convensational CRM system versus a cloud-based version?

QUESTIONS

Question 1

What types of companies are most likely to adopt cloud-based CRM software services? Why? What companies might not be well-suited for this type of software?

Small Business

• That find the on demand model especially appealing

• No large up-front hardware and software investments or lengthy implementation on corporate computer system

• Saleforce’s e-mail and Web-to-lead capabilities helped company quadruple new sales leads

• Companies that manage their CRM apps with a cloud infrastructure have no guarantees that their data will be available at all time, or even that the provider will still exist in the future

Question 2

What are the advantages and disadvantages of using cloud-based enterprise applications?

Advantages

• Cost Efficiency• Backup and Recovery• Increased Storage

Capacity

Disadvantages

• Security and privacy in the Cloud

• Limited control and flexibility

• Increased Vulnerability• Dependency and

vendor lock-in

Question 3

What management, organization, and technology issues a convensational CRM system versus a cloud-based version?

Management

• To support decision making• Enable rapid responses to

customer requests for information or products

• Removing hardware and its complications are companies not suited for ERP and CRM

• Can made large investments on traditional and customized solutions

Organization

• Traditional ERP and CRM solutions demand for technical staff

• Cloud-based solutions allows to optimize HR to focus on operation

Question 3

What management, organization, and technology issues a convensational CRM system versus a cloud-based version?

Technology

• Seeks to cut cost Companies That Use Cloud Based ERP and CRM Services: it enables them to achieve operational excellence and customer intimacy

• It releases them from infrastructural maintenance and its respective fixed (servers, storage, networking components) and operational costs