IT Strategic Planning (Case Studies on Tim Coltman's Article)

1. Customer Relationship Management IACT 401 IT Strategic Planning Seminar By Nurhazman Abdul Aziz Hoh Whay, Loh Imtiyaz R.

3. We are going to cover 2 article by Tim Coltman, linking up the strategic viewpoint from both articles why Customer Relationships Management is important in an IT strategic planning. We are also going to used the aid of real scenario (video), from a top CRM Solution provider to enforce the article 2, with much understanding. Apart from that we are going to related this article to other previous articles, as well as other articles and source and that be match and enforce in today ideas. Objective of this seminar

6. Where is eBusiness concentrated? “… The actual impact of eBusiness on the way people shop and the way business is conducted on a day to day basis ( theory in use ) contrasts sharply with the way it is talk about and reported by the techno-elite and popular media ( espoused theory ) ...” Coltman, (2002) Espoused theories VS Theories in use

15. Evolution eBusiness Solution Business-to-business (B2B) is set to have a significant effect on the global economy. The old-economy cycles of boom and bust resulted in enormous economic waste, as businesses struggled to harmonize their operations with those of their suppliers and customers. B2B, with its instant transfer of information between business partners, has the ability to drastically reduce the mismatch in supply and demand, and provide conditions for an actual sustained economic growth. eBusiness & Enterprise Portals Source from Verticity Solutions http://www.verticitysolutions.com/services/ebusiness_enterprise_portals.asp

16. The customer focus is a complete inversion of the model that companies have operated with in the past. Rather than be driven by the bottom-up priorities of production, the company is answerable only to its customers. The customer has complete control of the production process which includes design, innovation and marketing which become the core of the company’s success. Evolution eBusiness Solution eBusiness & Enterprise Portals Source from Verticity Solutions http://www.verticitysolutions.com/services/ebusiness_enterprise_portals.asp

19. Qualitative Benefits of CRM Before, starting into the discussion into “ where the benefits in CRM technology Investment” by Coltman, 2005. Let’s take a look into the Qualitative Benefits of CRM , but ONYX Software, a CRM solution providers. Their client is Netegrity, a security software Solution company. This will give us an ideal about what will the next article discuss about, Including the strategic planning. http://www.onyx.com/customers/video/library/netegrity/?id=6 Qualitative Benefits of CRM as an introduction to the benefit

28. Model Structure

31. Instrumental Development & Measure

33. Instrumental Development & Measure

35. Quantitative Benefit of CRM Earlier on, we were looking at the Qualitative Benefit of CRM, as an introduction to the article. Now, let’s take a look at some of the Quantitative Benefits of CRM provided ONYX Software. This will summaries and putting us in a good strong viewpoint about “where is the benefit in CRM technology investment?” http://www.onyx.com/customers/video/library/netegrity/?id=6

41. Empirical Relationship In relation to Ross’s Strategic IT Architecture Competency, CRM technology has move up from an application silo to the modular architecture. In the past, CRM application is a place where data of business people just dump their data into. But now, CRM is more than that. Eg, from the video. Source : Ross, J. (2003), Strategic IT Architecture Competency