CRM at Minitex: This case takes a “horizontal” slice through a number of coexistent issues. As a result, the challenge is “knowing where to start” – just as it is in real organizations – and this requires detective work. A great way to approach this is to brain storm the issues and challenges that are present in the case. Then present the "it" versus the "business" perspective- sort the case issues into two groups. Sorting issues into these two groups is valuable as it helps see how different organizational groups can see the same problems differently. Differences are important because the solution set is a derivative of the problem set. Exploring the it perspective in order to understand why the customer contacts system holds inaccurate information, it is necessary to identify each of the four key systems at minitrex. In particular, please identify the flow of information among these systems. Explain each one. The customer contacts system the management business center system the credit administration system the general management system figure 1 is showing the flow of information among the key systems and lines of business.

Please explain these information flows during the regular day-to-day conduct of business at minitrex. That is, track a new insurance sale and then track an online financing customer order. This is done so that you understand how and where critical information originates, gets shared, and is acted upon by others. Discussion questions: Explain how it is possible for someone at minitrex to call a customer and not know (a) that this is a customer and (b) that this is the third time this week that they had been called? Outline the steps that batman must take in order to implement CRM at minitrex. in your plan, be sure to include people, processes, and technology . To submit the task, simply click the active link at the very top entitled CRM at minitex.

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CRM at Minitex CRM which is an abbreviation for customer relationship management is an approach that is not only known to be strong but is also a very efficient strategy employed by a business in ensu... View the full answer