Report
ADM6274 E-Business Strategies
Group Project Report
“CRM and E-Business applications”
Submitted by:
Shruthi Madhurika Naomi (7564806)
Helena Sefcovicova (7942514)
Kevina Geoffrey (7550660)
Akhere Areghan (7150003)
Anees Shahzad ()
To
Professor: Nour El Kadri
Submitted on: November 25th, 2014 Table of Contents
YIntroduction to eCRM…………………………………………………………………………………..………………………3
Business models from CRM perspective……………………..…………………………….………………………….1
Opportunities………………………………………………………………………….……………………………………………1
Benefits………………..………………………………………………………………………………………………………………1
Challenges……………….……………………………………………………………………………………………………………1
e-CRM strategy : How to develop a customer asset base………………………………………..……………1
Case study:The Case of Hawthorn Football Club of Australian Rules…………………………….………1
Conclusion……………………………………………………………………………………………………………………………1
References……………………………………………………………………………………………………………………………7
Business Models from a CRM Perspective
Various CRM business models exits to help businesses, organization and companies evaluate their processes and organizational structures. Companies can leverage on these models in order to see where the company processes create or destroy value for customers.
There are five main models of CRM
The IDIC model
The CRM Value Chain
The Gartner competency model
The QCI Model
Payne’s five-process model
We would talk briefly about the first three listed and elaborate mostly on the model that our case study used in turning around its company loss into a success story.
The IDIC Model: The model was developed by a consultancy firm “Peppers and Rogers” in 2004, the main aim of this model is to provide companies with four actions that they should take in order to build closer one-to-one relationship with their customers. The acronym IDIC (stands for I- Identify, D- Differentiate, I- Interact, C-Customize). The relationship between the mention acronyms can be represented graphically as see in figure 1
Figure 1. (Grazdane, 2013)
Group Project Report
“CRM and E-Business applications”
Submitted by:
Shruthi Madhurika Naomi (7564806)
Helena Sefcovicova (7942514)
Kevina Geoffrey (7550660)
Akhere Areghan (7150003)
Anees Shahzad ()
To
Professor: Nour El Kadri
Submitted on: November 25th, 2014 Table of Contents
YIntroduction to eCRM…………………………………………………………………………………..………………………3
Business models from CRM perspective……………………..…………………………….………………………….1
Opportunities………………………………………………………………………….……………………………………………1
Benefits………………..………………………………………………………………………………………………………………1
Challenges……………….……………………………………………………………………………………………………………1
e-CRM strategy : How to develop a customer asset base………………………………………..……………1
Case study:The Case of Hawthorn Football Club of Australian Rules…………………………….………1
Conclusion……………………………………………………………………………………………………………………………1
References……………………………………………………………………………………………………………………………7
Business Models from a CRM Perspective
Various CRM business models exits to help businesses, organization and companies evaluate their processes and organizational structures. Companies can leverage on these models in order to see where the company processes create or destroy value for customers.
There are five main models of CRM
The IDIC model
The CRM Value Chain
The Gartner competency model
The QCI Model
Payne’s five-process model
We would talk briefly about the first three listed and elaborate mostly on the model that our case study used in turning around its company loss into a success story.
The IDIC Model: The model was developed by a consultancy firm “Peppers and Rogers” in 2004, the main aim of this model is to provide companies with four actions that they should take in order to build closer one-to-one relationship with their customers. The acronym IDIC (stands for I- Identify, D- Differentiate, I- Interact, C-Customize). The relationship between the mention acronyms can be represented graphically as see in figure 1
Figure 1. (Grazdane, 2013)
References: Buttle, F. (2009). Customer relationship management: concepts and technologies. Routledge. Grazdane, I. (2013). A customer relationship management approach for optical retail business. Official AFL website of the Hawthorn Footbal club. (n.d.). Retrieved November 6, 2014, from hawthornfc.com: http://www.hawthornfc.com.au/ Pivotal CRM. (2003). Pivotal helps popular Australian football club to build a team on and off the pitch. Retrieved december 24, 2009, from www.Cdcsoftware.com.cn: http://www.cdcsoftware.com.cn/downloads/pdf/HawthornFootballClubNov2003.pdf Shams, S., & Gide, E. (2011). The Use of e-CRM Database to Promote a Value-Breeding Bond Network:The Case of Hawthorn Football Club of Australian Rules. World Conference on Information Technology.