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PART A 1. Select one future technological development that you…
PART A
1. Select one future technological development that you think will have a significant effect on business. Research the features of this technological development and explain in which way it will influence the retail industry. Be sure to include examples to substantiate your views.
2. Describe various ICT trends that you think will influence how businesses are managed in future.
3. What do you think will happen to a business that does not progress to cater for technological developments in society? Explain your answer.
4. Describe international trends in ICT related to e-commerce, use of web applications and mobile technology that will influence the way in which businesses or organisations are managed.
5. How do you think technology can be used to promote collaboration and open innovation between businesses? Give examples to support your answer.
6. Describe the key components of BI using an example from an organisation of your choice.
7. In your view, what is the purpose of BI and why is it important for organisations to apply BI?
8. How do you think BI can help middle management identify areas where performance improvement may be required? What type of BI analysis tools may provide them with the data required to identify areas of risk?
9. How do you think BI tools can support senior management to determine the extent to which an organisation is achieving the strategic goals and objectives and performance indicators set in the strategic plan of a retailer?
PART B
1. Use the decision-making process described by Laudon and Laudon (2021) to explain how you will make a decision in your work environment. Use a practical problem and apply the decision-making process to come to a solution that can be implemented and managed.
2. Differentiate between the different decision-making types by giving practical examples of the decisions that managers in the retail firm where you work are required to make daily.
3. Using a practical example, explain the meaning and purpose of business intelligence.
4. What are the different types of decisions that can be applied at different managerial levels of an organisation?
5. Explain how the BI information differs for various managerial decision-makers.
6. Explain how BI supports decision-making. Use a practical example from your work or a business of your choice.
7. Using a practical example, describe the elements of a business intelligence environment.
8. What role do ICT systems and management information systems play in ensuring effective business intelligence?
PART C
Think of a scenario in which you can apply the data analytics life cycle and answer the tasks:
1. What are the objectives for this project?
2. Discuss the types of data you would need to gather in order to achieve the objectives.
3. Discuss whether your organisation has the necessary technology, time and human resources to complete this project.
4. Discuss possible solutions to ensure that your organisation has the necessary technology, time and human resources to answer the project
5. Discuss how data mining and the data mining process could benefit your organisation in the decision-making process.
6. Based on the views of CRM described in the above source and the definitions provided in this section, compile a definition of CRM that you feel encompasses all components related to this term.
7. Why do you think it is important to have knowledge of CRM in the ICT systems or management of information systems environment? Explain your answer by referring back to the various components of an ICT system.
8. Discuss how CRM can be used and integrated within current business systems to ensure that customers of value are identified and retained.
9. Explain how you think CRM can be used to improve business performance.
10. Explain the dual creation of value through CRM as described in Bolton and Tarashi (nd).
11. In what way can CRM be used to create relationship expansion?
12. Describe various tools that can be used in businesses to build effective and valued CRM.
13. Discuss problems that an organisation may face with CRM. What recommendations would you make to minimise the problems and risks associated with CRM and to ensure that CRM can be used to achieve business success?
14. Why do you think the application of CRM cannot guarantee business success? Explain your answer using examples from your work or a business of your choice.
PART D
Read how Amazon and Dell have done it, and then answer the questions that follow:
Jenkinson, A. and Sain, B. (2005). Amazon: bonding customers with integrated services.
https://l00072516.wordpress.com/2014/04/28/amazon-bonding-customers-with-integrated-service/(accessed 4 March 2022).
Klinker, S., Terrell, R. and Mahfouz, A.Y. (2006). Dell’s Use of CRM-SCM Integration to Dominate the PCMarket. Communications of the IIMA, 6(3).https://scholarworks.lib.csusb.edu/cgi/viewcontent.cgireferer=https://www.google.com/&httpsredir=1&article=1328&context=ciima (accessed 4 March 2022).
Questions
1. In what way can technology be used to strengthen CRM? Explain your answer by giving relevant examples from the case studies.
2. In what way can CRM be integrated into other business practices to ensure that the needs and interests of customers are focused on first and foremost?
3. In what way can services be improved through the use of technology? Give applicable examples from the case studies.
4. What technology applications would you recommend an organisation use to improve their CRM?
