1. Contrast operational and analytical CRM.
2. How does analytical CRM help in monitoring social conversations?
3. Describe the productivity paradox.
(Solved Homework): 1. Contrast operational and analytical CRM. 2. How does analytical CRM help in monitoring social conversations?
Expert Answer
1. Constrast operational and analytical CRM.
Operational CRM:
It directly deals with the customers. It support transactional processing for everyday operatins.IT try to garner as much customer data and transaction history as possible to make effective business and customer-centered marketing decisions. For example it deals with call centers and makerting.
Analytical CRM:
It directly deals directly with the oraganization but not customers.It supports operations and strategic analysis.. The resources themselves are considered part of the business operations, or operational CRM. The analysis of the data collected through these operations is analytical CRM
For example it deals with data mining and data warehouse
How does analytical CRM help in monitoring social conversations?
Social CRM is defined as “A philosophy and a business strategy. By this social CRM which helps in behavioural and cultural changes and also change the way of interaction.
It helps us to provide feedback and analysis by the customers and it allows companies to make successfully makert products and making customers statisfied
It will helps to know about new products in the market through social channels. By this socail CRM we get quality and quantitative benefits and it also make company to ger profits.
Below are the benifits for Social CRM:
1. Sales will be increased.
2. Reduce of cost in online advertising.
3. Increased revenue.
4. Sponsorships etc
Productivity paradox:
Productivity paradox refers to productivity growth slows down despite of increase in manpower and increase investment in IT. The return on investment was 1% only upto 1990s from 1970s.
Number of theories are proposed for explanation of productivity paradox. And they identified four categories for this.
1. Inputs and ouputs mismeasurements.
2. Misuse of IT
3. dissipation and redistribution of profits
4. lack of learning and making adustments in between.
These studies help increase investements in IT and increase in productivity.
