Management support system

Submitted by:Submitted to:Name shivangi shukla singh BCA -MCA Roll-no:- A16 Mr.sartaj

Q1. (a) What is a good, affordable, web-based CRM for a small tele-sales team?

ANS: Telemarketing is a method of direct marketing in which a salesperson solicits prospective customers to buy products or services, either over the phone or through a subsequent face to face or Web conferencing appointment scheduled during the call.The benefits of Web Based CRM

begin with the fast setup, in most cases. If you choose to use a Web Based CRM platform, the system is already in place, all you must do is customize it and import the information you already have on file. With Web Based CRM, your information is stored online, rather than hogging the valuable space on a smaller hard drive. You also have no permanent software purchase to make with Web Based CRM options. In these situations, access to the Web Based CRM platform is paid for by either monthly or yearly subscription, in most cases. Web Based CRM clients are not responsible for the upkeep and maintenance of the servers, just their own personal computers.

(i)Marketting and Fulfilment (ii)Customer Service and Support. (iii)Retention and Loyalty programs. (iv)Contact and Accout Management. (v)Sales-cross sell and up sell.

(b) What are the Features of e-CRM?

ANS: e-CRM This concept is derived from E-commerce. It also uses net environment i.e.,
intranet, extranet and internet. Electronic CRM concerns all forms of managing relationships with customers making use of Information Technology (IT). E-CRM is enterprises using IT to integrate internal organization resources and external marketing strategies to understand and fulfill their customers needs. Comparing with traditional CRM, the integrated information for e-CRM intra organizational collaboration can be more efficient to communicate with customers.

e-CRM implies capabilities like self service knowledge bases, automated email response, personalization of web content, online product bundling and pricing. eCRM gives Internet users the ability to interact with the business through their preferred communication channel. It also allows business to offset expensive customer service agents with technology. eCRM use customer data for personalization, cross-selling and up-selling. Sales Force Automation(SFA )and Enterprise Marketing Automation(EMA) is integrated in the eCRM. Q2. What are the types of CRM technology? ANS: Operational CRM provides automated support to "front office" business processes (sales, marketing and service). Each interaction with a customer is generally added to a customer's history, and staff can retrieve information on customers from the database as necessary. Analytical CRM is to develop, support and enhance the work and decision making capability of an organization by determining strong patterns and predictions in customer data and information which are gathered from different operational CRM systems. Collaborative CRM is an approach to customer relationship management in which the various departments of a company, such as sales, technical support, and marketing, share any information they collect from interactions with customers.

Q3. EXPLAIN

HOW KNOWLEDGE MANAGEMENT SYSTEMS CAN HELP A BUSINESS.

ANS:Knowledge management System comprises a range of strategies and practices used in an organization to identify, create, represent, distribute, and enable adoption of insights and experiences. Such insights and experiences comprise knowledge, either embodied in individuals or embedded in organizations as processes or practices. Some of the advantages claimed for KM systems are:

1. Sharing of valuable organizational information throughout organizational hierarchy. 2. 3. Can avoid re-inventing the wheel, reducing redundant work. May reduce training time for new employees

4. Retention of Intellectual Property after the employee leaves if such knowledge can be codified. 5. time management

PART-B
Q4. IDENTIFY
THE FOLLOWING CROSS -FUNCTIONAL ENTERPRISE SYSTEMS , AND GIVE

EXAMPLES OF HOW THEY CAN PROVIDE SIGNIFICANT BUSINESS VALUE TO A COMPANY .

ENTERPRISE

APPLICATION INTEGRATION

TRANSACTION ENTERPRISE

PROCESSING SYSTEMS

COLLABORATION SYSTEMS

ENTERPRISE APPLICATION INTEGRATION (EAI)

IS DEFINED AS THE USE OF SOFTWARE AND

COMPUTER SYSTEMS ARCHITECTURAL PRINCIPLES TO INTEGRATE A SET OF ENTERPRISE

Enterprise Application Integration (EAI) is an integration framework composed of a collection of technologies and services which form a middleware to enable integration of systems and applications across the enterprise. Supply chain management applications (for managing inventory and shipping), customer relationship management applications (for managing current and potential customers), business intelligence applications (for finding patterns from existing data from operations), and other types of applications (for managing data such as human resources data, health care, internal communications, etc.) typically cannot communicate with one another in order to share data or business rules. For this reason, such applications are sometimes referred to as islands of automation or information silos. This lack of communication leads to inefficiencies, wherein identical data are stored in multiple locations, or straightforward processes are unable to be automated.

TRANSACTION PROCESSING SYSTEM IS A TYPE OF INFORMATION SYSTEM . STORE , MODIFY , AND RETRIEVE THE TRANSACTIONS OF AN STORED IN AN INFORMATION SYSTEM . SYSTEM THE PROGRAM IS

TPSS ORGANIZATION . A

COLLECT ,

TRANSACTION IS AN EVENT THAT GENERATES OR MODIFIES DATA THAT IS EVENTUALLY

TO BE CONSIDERED A TRANSACTION PROCESSING COMPUTER MUST PASS THE ACID TEST. THE ESSENCE OF A TRANSACTION THAT IT MANAGES DATA THAT MUST BE LEFT IN A CONSISTENT STATE .

E. G . IF AN ELECTRONIC PAYMENT IS MADE, THE AMOUNT MUST BE BOTH WITHDRAWN FROM ONE ACCOUNT AND ADDED TO THE OTHER; IT CANNOT COMPLETE ONLY ONE OF THOSE STEPS.

EITHER

BOTH MUST OCCUR, OR NEITHER .

IN

CASE OF A FAILURE PREVENTING

TRANSACTION COMPLETION , THE PARTIALLY EXECUTED TRANSACTION MUST BE BACK ' BY THE

'ROLLED

TPS. WHILE

THIS TYPE OF INTEGRITY MUST BE PROVIDED ALSO

FOR BATCH TRANSACTION PROCESSING, IT IS PARTICULARLY IMPORTANT FOR ONLINE PROCESSING: IF E . G. AN AIRLINE SEAT RESERVATION SYSTEM IS ACCESSED BY MULTIPLE OPERATORS , AFTER AN EMPTY SEAT INQUIRY , THE SEAT RESERVATION DATA MUST BE LOCKED UNTIL THE RESERVATION IS MADE, OTHERWISE ANOTHER USER MAY GET THE IMPRESSION A SEAT IS STILL FREE WHILE IT IS ACTUALLY BEING BOOKED AT THE TIME.

WITHOUT

PROPER TRANSACTION MONITORING , DOUBLE BOOKINGS MAY OCCUR .

OTHER

TRANSACTION MONITOR FUNCTIONS INCLUDE DEADLOCK DETECTION AND RESOLUTION

(DEADLOCKS

MAY BE INEVITABLE IN CERTAIN CASES OF CROSS -DEPENDENCE ON DATA ),

AND TRANSACTION LOGGING MASSIVE FAILURES .

(IN 'JOURNALS')

FOR

'FORWARD

RECOVERY' IN CASE OF

E NTERPRISE COLLABORATION SYSTEMS IS A TYPE OF INFORMATION SYSTEM

INTERNET,

EXTRANETS AND

OTHER NETWORKS NEEDED TO SUPPORT ENTERPRISE -WIDE COMMUNICATIONS , SUCH AS THE SHARING OF DOCUMENTS AND KNOWLEDGE TO SPECIFIC TEAMS AND INDIVIDUALS WITHIN THE ENTERPRISE .

SOME

EXAMPLES OF ENTERPRISE COMMUNICATION TOOLS

INCLUDE E- MAIL , VIDEOCONFERENCING , COLLABORATIVE DOCUMENT SHARING , PROJECT MANAGEMENT TOOLS AND OTHERS .

THE

OBJECTIVE OF AN

ECS

IS TO PROVIDE EACH

USER WITH THE TOOLS FOR MANAGING COMMUNICATIONS , DOCUMENTS AND OTHER INFORMATION THAT INDIVIDUALS NEED TO MANAGE THEIR OWN TASKS EFFICIENTLY IN THEIR DEPARTMENTS.

Q5. WHAT FIELDS .

ARE

EXPERT SYSTEMS? WRITE

ABOUT THE EXPERT SYSTEMS USED IN VARIOUS

ANS:An expert system is a computer system that emulates the decision-making ability of a human expert. Expert systems are designed to solve complex problems by reasoning about knowledge, like an expert, and not by following the procedure of a developer as is the case in conventional programming. The first expert systems were created in the 1970s and then proliferated in the 1980s. Expert systems were among the first truly successful forms of AI software. An expert system has a unique structure, different from traditional programs. It is divided into two parts, one fixed, independent of the expert system: the inference engine, and one variable: the knowledge base. To run an expert system, the engine reasons about the knowledge base like a human. In the 80s a third part appeared: a dialog interface to communicate with users. This ability to conduct a conversation with users was later called conversational. An example of the application of expert systems in the financial field is expert systems for mortgages. Loan departments are interested in expert systems for mortgages because of the growing cost of labour, which makes the handling and acceptance of relatively small loans less profitable. They also see a possibility for standardized, efficient handling of mortgage loan by applying expert systems, appreciating that for the acceptance of mortgages there are hard and fast rules which do not always exist with other types of loans. Another common application in the financial area for expert systems are in trading recommendations in various marketplaces.

These markets involve numerous variables and human emotions which may be impossible to deterministically characterize, thus expert systems based on the rules of thumb from experts and simulation data are used. Expert system of this type can range from ones providing regional retail recommendations, like to ones used to assist monetary decisions by financial institutions and governments. Q6. ENLIST
THE DEVICES OR COMPONENT COMPRISES

VIRTUAL

REALITY .

ANS:Virtual reality (VR), also known as virtuality, is a term that applies to computersimulated environments that can simulate physical presence in places in the real world, as well as in imaginary worlds. Most current virtual reality environments are primarily visual experiences, displayed either on a computer screen or through special stereoscopic displays, but some simulations include additional sensory information, such as sound through speakers or headphones. Some advanced, haptic systems now include tactile information, generally known as force feedback, in medical and gaming applications.

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