Business Finance
ITM Capstone Knowledge management and CRM

BA63771 G2 ITM Capstone

Campbellsville University

Question Description

KNOWLEDGE MANAGEMENT SYSTEMS AND CRM

In answer to the challenges Nelnet faces in servicing a growing volume of student loans, the company chose to deploy a knowledge management system called OpenText Process Suite. Go online and investigate the features and capabilities of this suite of software products. What functions does Open Text provide that can augment and assist customer relationship management (CRM) systems? Find and briefly summarize a customer success story of an organization that integrated Open Text with its CRM system.

Once your Graded Assignment is uploaded, a program called Turn It In will analyze your submission for plagiarism. Submissions with more than 40% will not be accepted! If your submission is greater than 40%, you have the option of removing your submission, reworking the paper, and resubmitting again. This can be done as many times as needed until the due date has passed for this Graded Assignment.

Content
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Did not answer two parts/points correctly.

3points

Did not answer one part/point correctly.

4points

Answered all questions correctly.

5points

Writing Skills

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Very few errors.

4points

Excellent - totally free of errors.

5points

Formatting Skills

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Very few errors.

4points

Excellent - totally free of errors.

5points

References Supplied

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Supplied every reference that was required to support the assignment.

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Final Answer

Attached.

1

Running head: KNOWLEDGE MANAGEMENT SYSTEMS AND CRM

Knowledge Management Systems and CRM
Name:
Institution:
Course Code:

KNOWLEDGE MANAGEMENT SYSTEMS AND CRM
Functions Open Text Process Suite Provides that Assist Customer Relationship
Management
How Process Management Was Before Open Text
Complex processes, more so those that demand interaction between departments and
organizations were, before the development of technology, stressful. Indeed, a task like filling
out a loan application form, in the case of Nelnet beneficiaries involved tiresome intricate
processes that needed the beneficiaries to move from one department to another, for stamps,
signatures, and approvals. The overall result of this kind of descent was the incorporation of IT
syst5ems, were, beneficiaries were given a chance to apply online. However, certain postapplication activities such as progress rep...

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Purdue University

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