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Management Information Systems, 13TH ED.
MANAGING THE DIGITAL FIRM
Kenneth C. Laudon ● Jane P. Laudon
Management Information Systems, 13TH ED.
MANAGING THE DIGITAL FIRM
Kenneth C. Laudon ● Jane P. Laudon
Learning Track 3: Best-Practice Business Processes in CRM
Software
TABLE 9-1 Examples of Best Practice Business Processes in the Siebel CRM System
Business Process Description
Priority-based lead qualification and distribu-
tion
Evaluates and scores leads, providing scripted assessment guides to
enable sales agents to focus on the leads with the highest potential
value.
Integrated customer order management Automates the workflow for order management, including design-
ing a customer solution, developing a detailed product configura-
tion, applying correct pricing and contract terms, and entering and
shipping the order.
Real-time offer optimization Ensures that the optimal marketing offer is presented to a cus-
tomer.
Chapter 9: Achieving Operational Excellence and Customer Intimacy:
Enterprise Applications
