CIS/319 Learning Team A: Proposal for Riordan Manufacturing

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Running head: PROPOSAL FORRIORDAN MANUFACTURING1ProposalforRiordan ManufacturingLearning Team A:CIS/319In your proposal, you described the key components, benefits, and security concerns related tothe implementation of a new Customer Relationship Management (CRM) system at RiordanManufacturing. Discuss how the CRM system will enhance the client services department’sefficiency and address the company's need to maintain competitive advantage in the industry.Additionally, analyze the ethical and security considerations that must be taken into account toprotect both client and company data in the new system. Your response should be 600-800words.

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PROPOSAL FORRIORDAN MANUFACTURING2Proposal: Riordan ManufacturingRiordan Manufacturing has brought to Learning Team A’s attention the need for a newCustomerRelationship Management (CRM) System.After partnering with Riordan, aneedsanalysis was completed and the results provedthe need forthenewsystemto be put in place.Riordan allocated the appropriate budget for this projectto begin immediately. The descriptionof the system is below, along with components, benefits, security, and how information will beused for Riordan employees.As an industry leader, Riordan wants to ensure quality remainswith itscurrentclients and continuing to build stronger and lasting relationshipswithnew/prospective clients; the new CRM system/database willhelpRiordan meet this goal.Description of the CRM SystemThe newCRMsystem willtrack all customer service inquiriesvia telephone, email, andwebsite inquiries; aswell as providingclient-serviceassociates with up to date information aboutthe client’s profile, order history, andcommunication interactions with Riordan.The new CRMsystem will partner with the existing marketing information system to pull data from eachclient’s sales database, marketing promotions sent out, and historical sales.For example, a client-serviceassociate will be able to log into the CRM system, pull a client upby name, telephonenumber, website,and/or location; the client-service associate canthenview the client’s profile ofinformation (location, industry, headquarter location, years in business, etc.), sales history, orderscurrently being processed,ordersrecently shipped out, etc.The client-service associate will beable to use the different search componentsas well to look up information about the client, forexample: run search queries by location, client size, ordering history, last date of sale, etc.Theclient-serviceassociate will also be able to view all conversations with the client by looking atthe communication details.The CRM system will also allow the client services department tocreate promotional deals and contact the clients via the CRM system.

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