CRM Use Case and Integration

timer Asked: Jan 29th, 2019
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Question Description


Using a CRM platform of your choice from the previous activity, complete the following assignment:

You are the Chief Technology Officer at Atlanta-Hartsfield International Airport. As a large hub and busy airport, your goal is to increase spending within the airport to create a shopping mall-like experience. To do this you need the following:

  • A CRM platform to manage the customer experience.
  • A mobile app collects data on consumer behavior and generates push notifications based on geolocation within the airport (e.g., terminal location).
  • A loyalty program, managed through the app, where rewards points are earned when purchases are made at the airport.
  • The ability to spend rewards points as cash within the airport or on selected products from within the app.

Review three (3) CRM platforms that could possibly meet the above needs. Based on this review, write a 4-5 page paper (not including title or reference pages) detailing how this system would work if applied. Consider the following questions:

  1. Which platform would you choose and why? Why did you NOT choose other platforms?
  2. How would this loyalty program generate additional business for the airport?
  3. What would you do with geolocation information, sales information, and what real-time analytics could be used to push notifications to airport users to influence their future behavior?
  4. What other CRM systems would you need to bridge into this system (e.g., other airlines, fast food chains, etc.)?

Tutor Answer

School: Rice University



CRM Use Case and Integration
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CRM Use Case and Integration
CRM platforms can be cloud-based, niche-based or locally hosted. Some of these systems
can be integrated with other business processes, some have portal integrations, mobile capabilities
and push services. CRM software systems have different integrations, uses, capabilities and focal
points. It is notable that the CRM market is enjoying some of the most productive years. This has
allowed it to leapfrog the database management market. Therefore, investment in CRM is a crucial
decision that any organization could ever make. Organizations need to acknowledge that the clients
is at the heart of their operations. Consequently, the most potent window to customers is an
exceptional CRM software. CRM must be at the core of client-focused activities which include but
not limited to sales and marketing. And that is what Hubspot CRM system essentially does in its
integrated CRM and customer support platforms. This study, therefore, expounds on how the
Hubspot CRM system can manage customers' experience and increase their spending. The essay
also highlights other methods which can be integrated with the chosen system.
Hubspot CRM is a free and straightforward system that can help both experienced
companies and new users to maximize the ability of their current CRM systems. This system has
robust features that make it the best to find solutions to business problems. Several reasons make
Hubspot better than other methods. Firstly, this software is an open-source application and has no
fees charge to benefit. Secondly, the system integrates into an organizational process, and team
members can learn to use the app effectively and quickly with a focus on essential tasks.
Furthermore, key performance indicators of Hubspot system are based on visual ticklers such
as visuals for conversion rate, sales representative performance, and campaign success rates. Lastly,
Hubspot is linked with different places where a majority of sales processes regarding social media,
phone calls, website, and emails occur.
Hubspot has the advantages of price, features, and simplicity which are essential factors to
consider when selecting a CRM system (Hadi, 2015). Just like any other CRM platform, Hubsport is



about the clients. It excels in business empowerment where it necessitates the building of engaging
and enduring relationships with customers as well as the promotion of productive conversations with
them. Such features aid organizations to enhance their revenues. This is made possible by the use of
crucial information offer by customer data that is fl...

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awesome work thanks

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