Homework Assignment 3

After researching CRM, I found three popular companies that have a CRM system in use; Blue Cross Blue Shield, American Airlines, and IBM.

Blue Cross Blue Shield
Blue Cross Blue Shield worked with Pegasystems to organize and implement a CRM system to provide accurate information via one application that could do several functions, as opposed to several, disconnected information centers. BCBS saw the time it took to train new employees diminish significantly because of less time spent teaching system navigation - only having to teach them to navigate one or two screens instead of six or eight - and more time focusing on quality customer-service interactions. Employees now have more time to focus on customers instead of searching for information from several sources. The CRM solution also allows them to automate processes such as updating an address or requesting a member card, saving company time. Not only that, but the amount of technical support now needed to maintain the system is decreased.

America OnLine
America Online, the world's largest Internet Service Provider, turned to SalesForce.com to help it manage its extensive customer base and, on the IT end, their customer - server interactions. AOL also had an increasingly complex sales and marketing process that involved multiple external partners, and managing information across multiple groups and contracts. SalesForce.com provided AOL with a CRM solution that directs customers and employees through the fastest and most efficient channels when seeking information or solutions, increasing productivity for the entire organization.

IBM
As a longstanding technology organization, IBM suffered from too many departments running on different platforms and applications that were no longer compatible, as some upgraded while others didn't and new systems were introduced. IBM was already using Sieble's CRM solution for it's call centers and technical support, so when IBM needed help with it's sales and marketing, they turned to Siebel once again to create a single integrated, company-wide CRM solution platform that supports IBM sales and marketing worldwide by providing a single source for customer and marketplace data, in several different languages and currencies.

[http://www.crm-solutions-guide.com/CRM-Solution-Success-Stories.html]

I didn't find too many complete failures with companies using a CRM system. I think that MSU would definitely benefit from using a CRM system because many colleges already have this type of system in place and are reaping the benefits. As a student, one way I could benefit from this is by becoming more involved with MSU as a whole. MSU could easily promote new classes and campus events to me using a CRM system; thus involving me more with MSU.