IDSC 3001: Topic #4 - Study Guide

1. What are the some of the most common challenges when implementing Enterprise software?

• High cost of software purchase and customization

• Integration with existing systems and legacy applications

• Employee resistance to change (training and adoption issues)

• Long implementation timelines and project delays

• Data migration complexity and risk of errors

• Vendor dependence for updates, support, and maintenance

2. What value does a Customer Relationship Management(CRM) provide a firm?

• Improves customer satisfaction and loyalty

• Provides a single, unified view of customer data

• Enables personalized marketing and communication

• Helps identify profitable customers and segments

• Lowers costs for acquiring and retaining customers

• Increases sales through better targeting and follow-up

3. How would a firm know they have an effective CRM system?

• High customer satisfaction and retention rates

• Improved sales performance and revenue growth

• Marketing campaigns are more targeted and effective

• Employees across departments (sales, service, marketing) can access the same customer data

• Reduced customer complaints and faster response times

4. What are examples of businesses using CRM systems to improve customer engagement & financial performance?

• Amazon: Uses CRM to recommend products and personalize shopping experiences

• Starbucks: Loyalty programs and rewards app tailored to customer behavior

• Netflix: Personalized content recommendations based on viewing history

• Salesforce clients (e.g., Adidas, Toyota): Use CRM for customer insights and engagement strategies

5. What value does a Human Resource Management System(HRMS) provide a firm?

• Streamlines HR processes (recruitment, payroll, benefits)

• Improves accuracy in employee data and compliance tracking

• Reduces administrative costs and errors

• Enhances employee self-service (e.g., accessing pay stubs, benefits info)

• Provides analytics for workforce planning and performance management

 

6. How would a firm know they have an effective HRMS system?

• Smooth and accurate payroll processing

• Reduced HR-related complaints and errors

• Employees can easily access and update their own information

• Better compliance with labor laws and regulations

• Improved employee productivity and engagement

7. What benefits do firms gain from HRMS system?

• Lower HR costs due to automation

• Improved efficiency in recruitment and onboarding

• Increased employee satisfaction through transparency and accessibility

• Better decision-making with workforce analytics

• Stronger compliance and reduced legal risks

8. What is Software as a Service(SaaS) and what value does it provide to a firm?

• Definition: Software delivered over the internet, hosted by a provider, and accessed via subscription

• Value to Firms:

  • Lower upfront costs (no need for expensive on-site infrastructure)

  • Easy scalability as the business grows

  • Automatic updates and maintenance handled by provider

  • Accessible from anywhere with internet connection

  • Reduces IT workload

9. What is cloud computing and what makes it popular for businesses?

• Definition: Delivery of computing services (servers, storage, software, databases, networking) over the internet

• Popularity Reasons:

  • Cost savings (pay-as-you-go model, no need for heavy infrastructure)

  • Scalability and flexibility for changing business needs

  • Remote accessibility (employees can work from anywhere)

  • Reliable backups and disaster recovery options

  • Continuous updates and security management handled by providers