Think about one CRM tool (examples: Salesforce. Microsoft Dynamics, Zoho etc) that could be applied to the company Unilever Canada inc.. The purpose here is to demonstrate an architecture of the CRM application. 1. After you have selected the tool, identify the modules/subsystems required. Illustrate each module with BPMN or Activity Diagram. a. For example what are the workflows for sales, marketing, and customer Service each of these will require a separate diagram

2. Next, select a module and illustrate its functionalities by drawing a Use Case Model.

a. For example sales: who are the typical users and what tasks do they perform?

3. Next, demonstrate the main transactions of the CRM

a. For example - Input the process of a marketing scenario, a sale and a customer service.

4. Next, discuss the capabilities and benefits of the CRM (two lists in point form)

5. Next, discuss Customization and integration of your CRM. What technical issues can arise from implementation?

6. Lastly, briefly describe five additional CRM applications that are popular in your chosen companys industry.