Procedure
Data is collected from the front side applications software such as emails clients, marketing feedback form, advertisements and promotion applications and many other devices that are used by the system users. The received data is organized into the appropriate groups and categories before being inserted into the organization's database. The data is filled into the relevant rows and columns for storage purposes. The other modules of the CRM or the ERP will then access the data from the database to analyze it and extract new information and trends that can be picked up by the different reporting tools from either the management side or even customer feedback tools (Roberts, Liu, & Hazard, 2005).
People
System setup is done by the software reseller or the partners. The resellers will then train the users on how to use the system. Users of the systems will be required to create accounts. Once the user login into the system an activity trail will be created indicating everything the user does. Communication between the users takes place through emails if the system is hosted in the organization's local network. However, if the system is hosted on the cloud platform, the users will be able to use the messaging applications embedded into the system. People can also be able to communicate through placing orders on the system in case it is a CRM. This is also a form of communication; the orders placed online from the remote location will reflect in the organization control panel. When the system is a cloud hosted the remote users can use mobile applications to communicate and access. The mobile applications provide a point of interaction between the system which is a cloud hosted and the mobile application installed on a remote cell phone.
References
Roberts, M., Liu, R., & Hazard, K. (2005). Strategy, technology, and organizational alignment: Key components of CRM success. Journal of Database Marketing & Customer Strategy Management, 12(4), 315-326. http://dx.doi.org/10.1057/palgrave.dbm.3240268
