Case Study

http://www.news-sap.com/mobile-crm-sales-marketing/

How to Choose an mCRM Solution

Making technology decisions while software capability continues to accelerate can be tough - and scary - for many organizations.

1. It is best to start by defining the main problem that mobile CRM needs to solve in the organization.

2. Then, identify a solution that meets three things (in this order):

a. the needs of the customer,

b. the end user

c. and the organization.

3. identify what your customers expect in terms of the organization's representative having the latest access to the account, the type of information needed for reports, order processing, and scheduling.

Then, determine what your field-based users need in relation to productivity, communication, ease of use, enablement, security, and timing. Ask: Will users need to be able to input account information? Get analytics while they're on the road? The answers will help define the type of solution that has a better fit with the population of users.

Finally, map out the organization's needs for integration, flexibility, scope, budget, best practices, problem resolution, support, and schedule.
When you consider the customer, user, and organizational needs, your choice in mCRM is better aligned with your business goals.

- See more at: http://www.news-sap.com/mobile-crm-sales-marketing/#sthash.7gBhgFJn.dpuf

http://www.ringdna.com/blog/the-need-for-sales-focused-mobile-CRM-apps

http://searchsap.techtarget.com/feature/Are-SAP-CRM-mobile-apps-designed-all-that-differently

http://searchcrm.techtarget.com/essentialguide/A-guide-to-mobile-CRM-applications

Case Study : Emirates Airline

http://searchcrm.techtarget.com/feature/Emirates-Airlines-creates-a-Windows-8-CRM-application-for-the-sky

http://www.microsoft.com/en-us/showcase/details.aspx?uuid=5a8f3143-3b1d-4056-a7b9-0c0a7c1b21d0

http://www.digitaltrends.com/mobile/no-ipads-for-emirates-airline-to-hand-out-hp-windows-8-tablets-to-flight-crew/

Customer Relationship Management

This is a group assignment which will involve 3 students. You must select a customer relationship management topic in conjunction with your workshop leader. The topic chosen will form the basis of a professionally written paper and presentation. Students can select topics based on their own understanding and investigations of the different types of CRM systems or applications across different industry settings. Some suggested topics might include the following:

Cloud CRM systems Strategic value of CRM systems

Customer Analytics CRM in Sport

CRM creates value for customers Social-CRM

Managing networks for CRM performance Using CRM to managing supplier relationships

CRM big data & analytics The customer journey

IT requirements for CRM The CRM Interaction centre

Outsourcing CRM functions CRM Marketing automation

CRM applications for small business CRM and Service delivery

Mobile CRM applications CRM systems implementation

Students are encouraged to select a topic area that might be relevant to their workplace and include a real-world case example as a component of their final presentation and as the case study in their paper. Topics that are based on a workplace scenario typically provided the foundations of high quality projects. International students have in the past selected topics that have been related to their country of origin and/or previous work experience.

NOTE: You must apply for approval for your topic by e-mailing your workshop leader. DO NOT commence work on this assessment task until you receive approval by return e-mail from your workshop leader. Topics will be allocated on a first-come, first-served basis in the week nominated. Your workshop leader will provide further details.

The Short Paper

You are to prepare a short paper that briefly outlines the relevant and up-to-date issues associated with your chosen CRM topic. The paper will contribute up to 25% towards the final assessment and should be between 1800-2200 words in length. Papers that are outside the suggested word length will receive a severe penalty mark.

It is important that the points you discuss in this paper are properly referenced. You should consult appropriate references from the library or any other suitable source (books, journals, magazines, newspaper articles, websites and so forth). The paper should reference at least ten journal articles and it is expected that the Harvard (in-text) method of referencing will be used. If your topic has similar content as has been referred to in lectures, make sure that the same material is not covered in your paper or presentation. Given that this will be a current issues paper, references should be not older than 10 years.

Your paper must be concise. The paper should be of a professional standard and needs to include documentation features such as appropriate & consistent size font, title page, headers/footers, page numbering and proper labelling of any tables or figures. The paper should include the following sections:

• Abstract or Executive Summary (not part of the total word count).

• Introduction- this section will give a brief overview of the paper's content.

• Brief analysis or literature review of your topic area- this section should at address issues associated with benefits, disadvantages, strategy, costs and impacts. The paper must include a succinct case-study as part of the appendix (not part of the total word count). The case is to be selectively referred to in the main paper. Direct quotes from the literature or case study should not be overly used and need to be minimal- direct quotes are not considered as part of the overall word count.

Note that the case study should not be the focus of the paper. The purpose of including the case study in the paper is that it allows selective examples to be matched to the literature.

• Conclusion or summary.

• References (not part of the total word count).

• Appendix containing the case study (not part of the total word count). Please indicate that source of the case study (web address, journal article details, and so forth). **Note that you do not need to summarise the case study- include the original report, industry document or article.

• A Turnitin summary (print-screen shot) showing a similarity check which must be less than 10%. Place the summary in the Appendix. The summary does not contribute to the total word count.

The Presentation

The presentation to the class will contribute up to 20% towards the final assessment. The presentation:

• Should be no longer than 15minutes in length. Overtly long or short presentations will be penalised.

• Should provide a brief overview of the literature that is documented in the short paper. The main presentation will focus on the industry case study that you have chosen as part of the topic (this should match the case documented in your paper's appendix).

• Presentation time should be allocated equally between group members.

• The presentation is expected to be of a professional standing. Assessment will be appropriately allocated.

Your presentation should be prepared using Microsoft PowerPoint. Other innovative and practical forms of presentation media are permitted. However, the inclusion of video or other support material needs to be relevant and short. The inclusion of such YouTube or videos will count toward the overall time limit of the presentation.

You are required to hand out summary notes for the presentation to your audience- assume one copy of notes between 2-3 people.
You are to arrange with your workshop leader the date of the presentation. Presentations will normally occur during Weeks 10, 11 and/or 12 of semester. As with topic selection, presentation schedules will be allocated on a first-come, first-served basis in the week nominated.