Both Dow Corning and DirecTV implemented CRM, customer relationship management, through the use of mobile devices like laptops and smartphones. Customer relationship management is a system used to manage all aspects of a customers interaction with an organization (Connick, 2017). By using this mobile technology, both Dow Corning and DirecTV benefited in many ways. Their sales teams were more productive as they were able to essentially have everything they needed to know about the customer in their hands at any time. This allowed for their sales group to be able to answer questions, look up information and have a competitive edge over their competitors. Dow Corning and DirecTV benefited as an organization because their sales teams produced more
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The development team has been working with the sales team to understand their needs and make improvements along the way. This helped Dow Corning realize that for the sales guys, less is more. They want to fill out a question set that is limited but still provides the pertinent information needed to make a sale (O’Brien & Marakas, …show more content…
Some information might not be necessary to quickly view a customers last order but might be necessary on the back end to be able to correctly produce an invoice. These are the types things the development team needs to understand from the sales team when building out a quick and easy mobile application to be used in the field to boost customer relations and sales. As long as development teams and product teams can work together and tweak requirements as needed then building out a mobile application to be used for customer relationship management should be doable. Early engagement, clear benefits and communication are all important when working with development teams and stakeholders to get buy-in on projects (Stidworthy, 2013).
References:
O’Brien, J.A., & Marakas, G.M. (2011). Management Information Systems. New York, NA: McGraw-Hill Irwin.
Stidworthy, R. (2013). 7 tips to get internal stakeholder buy-in for a new IT project. Retrieved January 14, 2018, from
The development team has been working with the sales team to understand their needs and make improvements along the way. This helped Dow Corning realize that for the sales guys, less is more. They want to fill out a question set that is limited but still provides the pertinent information needed to make a sale (O’Brien & Marakas, …show more content…
Some information might not be necessary to quickly view a customers last order but might be necessary on the back end to be able to correctly produce an invoice. These are the types things the development team needs to understand from the sales team when building out a quick and easy mobile application to be used in the field to boost customer relations and sales. As long as development teams and product teams can work together and tweak requirements as needed then building out a mobile application to be used for customer relationship management should be doable. Early engagement, clear benefits and communication are all important when working with development teams and stakeholders to get buy-in on projects (Stidworthy, 2013).
References:
O’Brien, J.A., & Marakas, G.M. (2011). Management Information Systems. New York, NA: McGraw-Hill Irwin.
Stidworthy, R. (2013). 7 tips to get internal stakeholder buy-in for a new IT project. Retrieved January 14, 2018, from