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CRM-Ügyfél kapcsolat menedzsment |
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A CRM – ügyfélkapcsolat menedzsment célja költséghatékonyan megtalálni és megnyerni új ügyfeleket, gondozni és megtartani a meglévőket, visszacsábítani azokat, akik egyszer már ügyfelek voltak. Másodsorban a CRM hozzájárul ahhoz, hogy a vállalkozás olyan termékekkel és szolgáltatásokkal legyen jelen a piacon, amelyre valós igény van, és amelyek segítségével meg tudja különböztetni magát versenytársaitól. Ennek érdekében többek között olyan informatikai megoldásokat (alkalmazások, eljárások és adatbázisok) használ, amelyek elsősorban az értékesítés, de a marketing és az ügyfélszolgálat területén is szervezik, automatizálják és egységesítik az üzleti folyamatokat.
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We consider all activity as a project in an organization, which is different than the daily routine and its goal is to create something new what haven’t existed before. The project is characterized by a well-defined starting and ending point, and usually only a few resources are available for it within the organization. In most cases more than one department is effected.
The appropriate level of project management is the key to the success of the project. Project managers are needed, who are familiar with and apply project management tools. Project managers should be aware of the operational features and can handle the project in case of work conflicts.
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The value-creating processes of organizations in the implementation of IT solutions assist in all areas of operation. Computer calculates the interest, seeks for products on the shelves of a warehouse, allows the building area for the visitors. The implemented IT solutions communicate with each other, form an integrated system, although the constantly changing and evolving business environment requires individual applications, or implementation of new applications.
According to our experience in application development and implementation projects will be successfull and speed up when certain well-defined tasks are performed by external experts. In this case external experts concentrate only on the tasks of the project, while they do not work in the organizational hierarchy.
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By implementing a new IT system or configuration changing of the existing system the key question is, whether the new system meets the business specification requirements. Our experience is that testing does not always receive the attention, which would ensure a smooth start of the new system. Not sufficient quality and quantity testing has short-term benefits, as the project keeps go-live deadline, but medium term it may take a considerable drop in production, because the system does not works as expected.
The aim of test management is twofold: it must be ensured that the system operates in accordance with the requirements, on the other, findings of the tests must be provided to all interested parties, because this information is the basis for system-related decisions.
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Business Process Organization |
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Each firm has processes, since employees are controlled by processes in their daily work. The question is whether these processes and the associated decision points are known to everyone who participate in the company's value creation process, or in some cases, employees can only improvise? It is also important, how IT systems support the business processes in the company? Crucial is, that how these processes meet challenges posed by the firm's business environment, when and to what extent the processes have been developed.
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