Description
A critical part of any IT project is testing. This is especially true when an IT project will affect customers and their relationship with the organization.
Your Mobile Ordering Project team is helping to plan an internal alpha test of the new HB Company Mobile Ordering App to find the initial round of bugs and unintended consequences of its use, including how it interacts with the existing information systems.
You are tasked with matching the customer's mobile ordering interactions with HB Company's internal processes and information systems.
For example, when someone installs the app, the following is affected:
- The marketing and sales departments' customer tracking and promotion processes (CRM system)
- The IT department customer data security processes and systems
Identify ten possible customer interactions and describe the corresponding effects on the internal processes and information systems.
Present your report in one of the following ways:
- A 2-page Microsoft® Word document
- A Microsoft® Excel® spreadsheet
- A 12- to 15-slide Microsoft® PowerPoint® presentation with detailed speaker notes and appropriate animations
Note: You can include diagrams developed with Microsoft® Visio®, Microsoft® PowerPoint®, or another software application approved by your Instructor if you feel it will enhance your report.
Explanation & Answer
Attached.
Surname 1
Name:
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Instructor:
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Identify ten possible customer interactions and describe the corresponding effects on the
internal processes and information systems.
There is a thin line between customer service and the amount of sales in any company. Effective
customer service results to a high amount of sales. Organizations can use IT to enhance their
customer service hence increasing their sales. Discussed below are ten possible customer
interactions and the corresponding effects on the internal processes and information systems.
IT- assisted customer interactions
This a manual process that is enhanced by IT, to improve the relationship between the customer
and the service provider. It is appropriate for a fairly small organization. The effects of ITassisted customer interactions on the internal processes it that it will help improve efficiency of
the operations, since it will allow both human and technological interactions on the customer
service.
Automated customer interactions
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