Cloud Integration for Effective Delivery of IT Services

2016 ◽  
pp. 733-744
Author(s):  
Roma Puri
Keyword(s):  
Cloud Computing ◽  
Enterprise Resource Planning ◽  
Relationship Management ◽  
Resource Planning ◽  
Customer Relationship ◽  
Internet Technology ◽  
It Services ◽  
Data Framework ◽  
Effective Delivery ◽  
The Web

Cloud computing is a state-of-the-art Internet technology being recently adapted by enterprises. The cloud computing models are implemented by business to improve existing practices. With improvement in the standards of the Web and affordability of mobile devises, the customer has accepted the online way of shopping. Cloud computing has been extensively used to deliver e-commerce, Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP). E-commerce models have undergone considerable changes in order to attract customers online. This chapter showcases the requirement of e-commerce model to integrate cloud computing technology. This chapter puts forward cloud computing applications for E-commerce, CRM and ERP by describing the significant characteristics of the cloud. For enterprises to bring into play cloud based e-commerce, CRM and ERP, certain significant issues need to be handled. These issues are the points of discussion in the chapter. In addition, the chapter introduces big data framework for building efficient e-commerce framework.

Cloud Integration for Effective Delivery of IT Services

2015 ◽  
pp. 78-89
Author(s):  
Roma Puri
Keyword(s):  
Cloud Computing ◽  
Enterprise Resource Planning ◽  
Relationship Management ◽  
Resource Planning ◽  
Customer Relationship ◽  
Internet Technology ◽  
It Services ◽  
Data Framework ◽  
Effective Delivery ◽  
The Web

Cloud computing is a state-of-the-art Internet technology being recently adapted by enterprises. The cloud computing models are implemented by business to improve existing practices. With improvement in the standards of the Web and affordability of mobile devises, the customer has accepted the online way of shopping. Cloud computing has been extensively used to deliver e-commerce, Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP). E-commerce models have undergone considerable changes in order to attract customers online. This chapter showcases the requirement of e-commerce model to integrate cloud computing technology. This chapter puts forward cloud computing applications for E-commerce, CRM and ERP by describing the significant characteristics of the cloud. For enterprises to bring into play cloud based e-commerce, CRM and ERP, certain significant issues need to be handled. These issues are the points of discussion in the chapter. In addition, the chapter introduces big data framework for building efficient e-commerce framework.

scholarly journals Analisa dan Perancangan Model Umum Enterprise Architecture untuk E-Business Usaha Mikro Kecil dan Menengah (UMKM) dengan Menggunakan Framework TOGAF ADM

2018 ◽  
Vol 4 (1) ◽  
pp. 1-8
Author(s):  
Ali Fauzi ◽  
Yeffry Handoko
Keyword(s):  
Cloud Computing ◽  
Customer Relationship Management ◽  
Enterprise Resource Planning ◽  
Value Chain ◽  
Enterprise Architecture ◽  
Relationship Management ◽  
Resource Planning ◽  
Customer Relationship ◽  
Value Chain Analysis ◽  
Chain Analysis

Seiring dengan ketatnya persaingan bisnis UMKM di era teknologi saat ini membuat para pelaku UMKM harus berupaya lebih keras dalam meningkatkan keuntungan, meningkatkan kualitas produk dan layanan, memperluas pangsa pasar dan memelihara loyalitas pelanggan. Salah satu cara yang dapat dilakukan oleh UMKM adalah dengan meningkatkan efisiensi dan efektifitas pada proses bisnis UMKM itu sendiri melalui penerapan teknologi informasi yang dapat membantu UMKM dalam menjalankan bisnisnya. Untuk mewujudkan proses bisnis yang berkesinambungan maka dibutuhkan suatu keselarasan antara proses bisnis dan teknologi yang mampu dapat mendukung, meningkatkan, mengubah atau bahkan menemukan suatu bisnis proses atau sistem bisnis dalam menciptakan nilai lebih bagi pelanggan baru maupun pelanggan eksisting atau lebih dikenal sebagai konsep e-Business. Sesuai dengan dilakukannya penerapan konsep e-Business terhadap beberapa UMKM maka diusulkan suatu model umum arsitektur enterprise yang dapat digunakan oleh UMKM (produksi barang, penyedia jasa dan penjualan barang) dengan cara menerapkan konsep e-Business, penggunaan kerangka kerja TOGAF ADM, penerapan value chain analysis, penggunaan aplikasi Enterprise Resource Planning (ERP) dan Customer Relationship Management (CRM) serta pemanfaatan teknologi cloud computing. Dengan harapan perancangan model tersebut dapat dijadikan acuan bagi seluruh jenis UMKM yang ingin menerapkan sistem informasi berbasis e-Business.

scholarly journals Penerapan Enterprise Resource Planning (ERP) dan Pengelolaan Hubungan dengan Pelanggan untuk Sistem Informasi Penjualan pada Toko SOVIAH

2016 ◽  
Vol 2 (2) ◽  
pp. 85-96
Author(s):  
Dhani Adiatma Rimen ◽  
Ricky Akbar
Keyword(s):  
Business Process ◽  
Customer Relationship Management ◽  
Enterprise Resource Planning ◽  
Process Model ◽  
Relationship Management ◽  
Resource Planning ◽  
Customer Relationship ◽  
Use Case ◽  
Business Process Model ◽  
Use Case Diagram

Saat ini proses bisnis pembelian, persediaan, dan penjualan barang yang berjalan di Toko Soviah  masih dilakukan secara manual serta belum adanya data pelanggan tetap ditoko tersebut. Hal ini menyebabkan beberapa permasalahan antara lain, sering terjadi kesalahan pencatatan pembelian dan penjualan barang, perhitungan transaksi yang lama, lambatnya informasi ketersediaan barang di gudang serta belum adanya upaya untuk meraih loyalitas pelanggan dalam bisnis yang dijalankan. Oleh karena itu, perlu penerapan Enterprise Resource Planning (ERP) dan Customer Relationship Management (CRM) untuk sistem informasi pembelian, persediaan, dan penjualan barang serta pengelolaan hubungan dengan pelanggan yang bertujuan untuk mengatasi permasalahan tersebut. Tahapan penerapan ERP ini dimulai dengan studi pendahuluan. Aktivitasnya yaitu pengenalan perusahaan dengan wawancara dan observasi, mengidentifikasi proses bisnis pembelian, persediaan, dan penjualan barang yang sedang berjalan kemudian membuatkan usulan sistem secara terkomputerisasinya, yang digambarkan dengan menggunakan Business Process Model Notation (BPMN), serta penggambaran model kerja sistem yang akan diterapkan menggunakan use case diagram. Tahapan selanjutnya adalah melakukan studi literatur dari berbagai buku dan jurnal untuk mencari landasan teori dan penelitian terkait. Kemudian melakukan pemilihan perangkat lunak ERP, setelah itu melakukan konfigurasi dan kustomisasi modul perangkat lunak ERP tersebut, serta terakhir melakukan penerapan dan pengujian. Hasil yang diharapkan dari penelitian ini adalah dapat mengatasi permasalahan pada Toko Soviah. 

Deploying and Running Enterprise Grade Applications in a Federated Cloud

2012 ◽  
pp. 328-349
Author(s):  
Benoit Hudzia ◽  
Jonathan Sinclair ◽  
Maik Lindner
Keyword(s):  
Enterprise Resource Planning ◽  
Small Businesses ◽  
Resource Planning ◽  
Customer Relationship ◽  
Software Systems ◽  
It Services ◽  
Adoption Decision ◽  
Enterprise Applications ◽  
End To End ◽  
The Right

The notion of cloud computing is a paradigm shift from local machines and networks to virtualization technologies with services as a technical and business concept. This shift introduces major challenges when using cloud for deploying and running enterprise applications in the current Enterprise ecosystems. For companies, picking and choosing the right cloud to meet requirements is hard, and no solution is likely to provide the end-to-end specific IT services delivery and an end-to-end IT solution. Conversely cloud federation assists in providing flexibility to the customer and enables them to lower their TCO by shifting from one cloud to another while mitigating risks associated with a single cloud approach. In order to create competitive differentiation, small businesses require multiple software systems to both meet minimal data management and creative expectations. At the other end of the enterprise ecosystem spectrum, large companies rely on thousands of services in order to meet the needs of everything from simple departmental database applications to core Enterprise Resource planning and Customer Relationship Management systems on which the enterprise itself is managed. As an optimal adoption decision cannot be established for all individual cases, the authors propose to analyze three different use cases for deployment of enterprise applications such as SAP, on the cloud in order to provide some valuable pointers to navigate the emerging cloud ecosystem: rapid provisioning, elasticity and live migration of enterprise applications.

Defining and Understanding ERP Systems

2005 ◽  
pp. 772-778 ◽  
Author(s):  
David Sammon ◽  
Frédéric Adam
Keyword(s):  
Enterprise Resource Planning ◽  
Software Industry ◽  
Relationship Management ◽  
Resource Planning ◽  
Customer Relationship ◽  
Planning Systems ◽  
Chain Management ◽  
Software Market ◽  
Enterprise Resource Planning Systems

The last 15 years have seen the emergence on the software market of a category of software called Enterprise Resource Planning systems or ERP, which has become the focus of both researchers and practitioners in the information systems area. At this time, the ERP software market is one of the fastest growing markets in the software industry with long-term growth rates of 36-40%. Some estimates put the eventual size of the market by the year 2010 at US$1 trillion (Bingi et al., 1999). Since these estimates have been put forward, the ERP market has slowed down, but the overall growth of the enterprise-wide application market is still quite strong, thanks to a number of additional segments, such as Customer Relationship Management (CRM) and Supply Chain Management (SCM). Also, more recently, a new trend is emerging in the market: the re-implementation and extension of ERP, referred to as ERP II (Humphries and Jimenez, 2003).

scholarly journals The Role of Enterprise Resource Planning Systems ERP in Improving Customer Relationship Management CRM: An Empirical Study of Safeway Company of Jordan

2018 ◽  
Vol 13 (8) ◽  
pp. 86 ◽  
Author(s):  
Nader Aljawarneh ◽  
Ziyad Saleh Alomari
Keyword(s):  
Customer Relationship Management ◽  
Enterprise Resource Planning ◽  
Relationship Management ◽  
Resource Planning ◽  
Customer Relationship ◽  
Erp Systems ◽  
Enterprise Resource Planning Systems ◽  
Effective Role ◽  
Descriptive Approach

The study aim is identifying the role of ERP systems in improving CRM at Safeway Company of Jordan. Employees (No. 210) at Safeway-Jordan were recruited in the study. The researcher adopted a diagnostic descriptive approach, and constructed two tests to measure; the ERP systems and CRM in Safeway-Jordan. The correlation between ERP systems and CRM at Safeway from employee’s perspective was statistically significant. Considering the aforementioned findings, the study recommended that Safeway and other enterprises to use ERP systems and to implement them in prompting CRM for their effective role in improving CRM; it also recommends carefulness inhiring vendors and sales representatives.

A model for assessing the impact of cloud computing on the success of customer relationship management systems (case study: agricultural companies)

2019 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Marieh Khorraminia ◽  
Zahra Lesani ◽  
Mahdi Ghasvari ◽  
Lila Rajabion ◽  
Mehdi Darbandi ◽  
...  
Keyword(s):  
Information Technology ◽  
Cloud Computing ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Cloud Security ◽  
Customer Relationship ◽  
Internet Technology ◽  
Cross Sectional ◽  
Content Type ◽  
The Impact

Purpose Nowadays, communications, products, services and costs are customized through the internet technology. The main theory to continue competitiveness in the organizations is customer relationship management (CRM). CRM enables organizations to efficiently interact with customers and gather, store and examine their data for providing a complete view of them. On the other hand, the subject of cloud computing has increasingly become the bridge for the success of the CRM implementation. Therefore, this study aims to investigate the impact of cloud computing (new cloud facility, knowledge of information technology (IT), cloud security and cost) on the success of CRM systems. Design/methodology/approach The model and the questioners-based data are analyzed using the Smart PLS 3.0. The data were gathered based on 80 employees of three main agricultural companies in Iran. Findings The obtained results have indicated that all of the considered factors, new cloud facilities, knowledge of IT, cloud security and cost, play an important role in CRM systems’ success. Also, the evaluation and examination of the consistency and validity of the model are performed through the structural equation model. Research limitations/implications First, the authors have conducted a study in a single region. It cannot be guaranteed that the results can be generalized to other regions. Second, for this cross-sectional study, the research design was conducted that showed constant relationships between variables. The research done for this study is cross-sectional. Third, because of time and financial restrictions, the authors have gathered data using a sample from a single location. Originality/value Proposing a new model for investigating of the impact of cloud computing (new cloud facility, knowledge of Information Technology (IT), cloud security and cost) on the success of CRM systems is the main originality of this paper.

Customer Relationship Management (CRM) Metrics - What's the Holdup?

2011 ◽  
pp. 1679-1685
Author(s):  
Timothy Shea ◽  
Ahern Brown ◽  
D. Steven White ◽  
Catherine Curran-Kelly ◽  
Michael Griffin
Keyword(s):  
Information Systems ◽  
Enterprise Resource Planning ◽  
Business Strategy ◽  
Relationship Management ◽  
Resource Planning ◽  
Customer Relationship ◽  
Enterprise Information ◽  
Enterprise Information Systems ◽  
Industry Standard ◽  
Development Application

Adopting a focus on CRM has been an industry standard for nearly two decades. While evidence suggests that a majority of the attempts to implement CRM systems fail, no single reason for the failures has been identified. Assuming that CRM implementation is an extension of a customer-oriented business strategy and assuming successful integration with Enterprise Information Systems such as Enterprise Resource Planning (ERP) systems, the authors contend that the lack of valid and reliable CRM metrics leads to the perception of failed CRM implementation. Only through the development, application, and use of CRM metrics can organizations hope to achieve their CRM goals.

Customer Perspective of CRM Systems

2011 ◽  
pp. 1335-1357
Author(s):  
Shan L. Pan
Keyword(s):  
Focus Group ◽  
Business Process ◽  
Enterprise Resource Planning ◽  
Group Discussion ◽  
Relationship Management ◽  
Resource Planning ◽  
Customer Relationship ◽  
Customer Perspective ◽  
Academic Area ◽  
Boom Period

The 1990s has been a boom period of enterprise systems (ES). Many organizations have experienced the technical, integration and business process re-engineering benefits of implementing ES. As of today, a number of ES have been developed, namely customer relationship management systems (CRM) and enterprise resource planning (ERP) systems. In particular, CRM systems have gained significant interest, both in the industry as well as in the academic area, in the recent years. The understanding of the customer’s perspective would help to define the CRM systems to better cater to the customers’ needs in achieving their loyalty and satisfaction. With a better understanding from the point of the customers, management would be able to plot their directions in their CRM endeavour. Therefore, this research intends to look at CRM systems from the perspective of the customer through the conduct of focus group discussion.

Customer Relationship Management (CRM) Metrics

2009 ◽  
pp. 311-317
Author(s):  
Timothy Shea ◽  
Ahern Brown ◽  
D. Steven White ◽  
Catharine Curran-Kelly ◽  
Michael Griffin
Keyword(s):  
Information Systems ◽  
Enterprise Resource Planning ◽  
Business Strategy ◽  
Relationship Management ◽  
Resource Planning ◽  
Customer Relationship ◽  
Enterprise Information ◽  
Enterprise Information Systems ◽  
Industry Standard ◽  
Development Application

Adopting a focus on CRM has been an industry standard for nearly two decades. While evidence suggests that a majority of the attempts to implement CRM systems fail, no single reason for the failures has been identified. Assuming that CRM implementation is an extension of a customeroriented business strategy and assuming successful integration with Enterprise Information Systems such as Enterprise Resource Planning (ERP) systems, the authors contend that the lack of valid and reliable CRM metrics leads to the perception of failed CRM implementation. Only through the development, application, and use of CRM metrics can organizations hope to achieve their CRM goals.

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