There are any number of ways that an organization can transform its service. Identify 4-5 ways that your focal service organization could do so. Select 1 and provide a detailed description of why you think the organization should transform the service in the manner you suggest. Is this a competitive necessity for sustainability or an opportunity to gain market share, etc. What would be the 2-3 most significant barriers to overcome.
Salesforce.com was the first online CRM, today major ERP systems -such as SAP- have moved into this arena and are a major threat for salesforce.com with their CRM systems. Salesforce.com focus into CRM has its advantages, but there are necessary service transformations that Salesforce.com needs to do in order to become competitive:
a.- Selling Information for salesforces (leads, market reports, etc)
b.- Develop a whole ERP on their own.
c.- Create and Sales and Operations planning system for adding more functionality
d.- Develop a whole suite for mobile phones (*there is an iPhone app, but needs a more universal approach)
e.- follow up tools for after sales services
Lets explore option B. While there are major ERP players out there, salesforce.com users have always liked the easy way salesforce.com CRM works. Usually ERP systems are too complex too use, and most of them are designed for heavy users, meanwhile the medium and small enterprises have very few real options of accessing this systems - thus they begin collecting different it systems to cover their needs. Salesforce.com can cover for them this gap, using its interface and brand reputation can develop a simple ERP system for their day to day needs and also developing a whole collaborative community that benefits from the same principles as salesforce.com.
This move is a necessity for remaining competitive. Barriers to entry for this are the learning curve, the first adopters move and the general perception around the complexity of ERP systems. Salesforce.com had to overcome this barriers before, now they could leverage their brand and develop an ERP extension.
No comments:
Post a Comment