Implications of change management in public administration

Revista Tinerilor Economişti (The Young Economists Journal)
Business Reporting
This is nothing but being able to identify the exact position of your company at
any given point of time. CRM plays a pivotal role in that it provides reports on the
business. The advantages of this component include the ability to have this information
at your instant access at any time. Accurate reports are also ensured .While forecasting
is yet another feature it is also possible to actually export these reports to other systems.
Historical data can also be saved to use for comparisons later on.
Analytics
Analytics involve the study of data so that information can be used to study
market trends. A complete trend study is made possible due to the ability to create
charts, figures and diagrams using both historical and current data.
The latest trend involving CRM components is the use of web services which
enables organizations to take various components from different industries and
basically use them together in a manner that suits their business needs. CRM reviews
will give the required information pertaining to what solution provides which functional
component.
The Benefits of CRM to Industries Worldwide are:
‣ Call center efficiency increases
‣ Marketing campaigns are made easier
‣ Account information
‣ Overall revenue increases
‣ Cost reduction is achieved
‣ Better customer service is achieved
‣ Organizations can gain the competitive edge
‣ Organizations can concentrate more on production
‣ Constant supply of vital customer data
‣ Routine tasks are easier to handle
‣ Marketing and support expenses are reduced
‣ Sales teams can be effectively monitored
‣ Teamwork within the organization is achieved
‣ Communication channels are improved
‣ Employees have access to customer details more easily
‣ New selling opportunities can be discovered
‣ Companies are enabled to be aware of customer needs and are able
to react to them in the right manner
‣ CRM achieves an integrated internal business system
‣ CRM imposes welcome a much needed discipline within an
organization
‣ CRM technology goes a long way in benefiting the organization
itself
‣ Companies have easy access to purchase histories
‣ Automation of routine tasks becomes possible
‣ Companies can monitor their performances regularly
The open source movement has challenged the monopoly of proprietary
software systems in the world. Using the collective intelligence and skills of a
community of developers who use the power of the Internet to work together, open
source software has proved that free software can be of good quality. An open source
operating system such as Linux has become a major rival of the proprietary Microsoft
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