Enterprise vs. Departmental CRM

Comparing Departmental and Enterprise Information Systems

Customer Relationship Management (CRM) Teams in Cincom Systems

It is paradoxical that the majority of enterprise software companies today have highly fragmented Information Systems (IS) departments with one entire series of departments dedicated to enterprise computing and a second, to specific departments or divisions. As enterprise software systems, specifically in the areas of enterprise CRM are organized to ensure a very high level of data fidelity across departments, there is a conflicting set of priorities for ensuring real-time response to prospective customer requests (Power, 2009). Not only are the differences in enterprise-wide information systems significant in terms of the real-time vs. batch-oriented nature of their information needs, they also vary significantly in terms of the analytics used to evaluate their performance (Power, 2009). At Cincom Systems, these conflicts are accentuated by the speed of new product introductions in their five...
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