Dr. Kiriake Xerohemona Dr. Kiriake Xerohemona Dr. Kiriake Xerohemona Dr. Kiriake Xerohemona Dr. Kiriake Xerohemona Dr. Kiriake Xerohemona Dr. Kiriake Xerohemona Dr. Kiriake Xerohemona Dr. Kiriake Xerohemona Dr. Kiriake Xerohemona Dr. Kiriake Xerohemona Dr. Kiriake Xerohemona Dr. Kiriake Xerohemona Dr. Kiriake Xerohemona Dr. Kiriake Xerohemona Dr. Kiriake Xerohemona Dr. Kiriake Xerohemona Dr. Kiriake Xerohemona Dr. Kiriake Xerohemona Dr. Kiriake Xerohemona Dr. Kiriake Xerohemona Dr. Kiriake Xerohemona Dr. Kiriake Xerohemona Dr. Kiriake Xerohemona Dr. Kiriake Xerohemona Dr. Kiriake Xerohemona Dr. Kiriake Xerohemona Dr. Kiriake Xerohemona Dr. Kiriake Xerohemona Dr. Kiriake Xerohemona Dr. Kiriake Xerohemona Dr. Kiriake Xerohemona Dr. Kiriake Xerohemona Dr. Kiriake Xerohemona Information Technology Systems as Socio-Technical Systems Firms strive to achieve competitive advantage and gain customer loyalty by working with customers and getting to know them. This allows companies to better serve the needs of their customers. Building these customer relationship management systems requires an information technology infrastructure that collects the information and provides management the needed analytics to understand the customer. Many firms have realized a need before the customer does. Take Uber or Travelocity. Both of these firms are giving the customer control and convenience, integrated with the use of technology. Building CRM capabilities takes time and requires a data warehouse for the analytics. Travelocity started with the building blocks to learn about their customers and the best ways to deliver targeted market campaigns to them. In addition, Travelocity can respond quickly to offers from their suppliers. For example, at 8 AM, a major airline offered travel agencies a special fare from Los Angeles to San Juan, Puerto Rico. Travelocity quickly scanned their customers' browsing behavior, pulled the e-mail addresses of 30,000 people in the Los Angeles area who had browsed, but not bought, tickets to the Caribbean, and then generated an e-mail message to them. The response rate was incredible—with 25 percent of the recipients who had been e-mailed booking flights. This was an effective campaign measured by the response rate or take rate, as well as a highly efficient one as measured by the ROI from the profit on sales of those extra tickets. SLP Assignment Expectations Go to https://www.salesforce.com/ and review their solutions. Write a report in which you identify a business that you, as an entrepreneur, will start. Describe what the business does, the services it sells to its customers, and how you could use Salesforce.com to jump-start the business. Prepare a diagram of the business processes in your firm, showing how you will use Salesforce.com. This should take 3 to 4 pages. (Health Food Business) Background Readings Read Chapters 2 and ...

1. Dr. Kiriake Xerohemona
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Information Technology Systems as Socio-Technical Systems
Firms strive to achieve competitive advantage and gain
customer loyalty by working with customers and getting to
know them. This allows companies to better serve the needs of
their customers. Building these customer relationship
management systems requires an information technology
infrastructure that collects the information and provides
management the needed analytics to understand the customer.
Many firms have realized a need before the customer does. Take
Uber or Travelocity. Both of these firms are giving the customer

5. control and convenience, integrated with the use of technology.
Building CRM capabilities takes time and requires a data
warehouse for the analytics. Travelocity started with the
building blocks to learn about their customers and the best ways
to deliver targeted market campaigns to them. In addition,
Travelocity can respond quickly to offers from their suppliers.
For example, at 8 AM, a major airline offered travel agencies a
special fare from Los Angeles to San Juan, Puerto Rico.
Travelocity quickly scanned their customers' browsing behavior,
pulled the e-mail addresses of 30,000 people in the Los Angeles
area who had browsed, but not bought, tickets to the Caribbean,
and then generated an e-mail message to them. The response
rate was incredible—with 25 percent of the recipients who had
been e-mailed booking flights. This was an effective campaign
measured by the response rate or take rate, as well as a highly
efficient one as measured by the ROI from the profit on sales of
those extra tickets.
SLP Assignment Expectations
Go to https://www.salesforce.com/
and review their solutions.
Write a report in which you identify a business that you, as an
entrepreneur, will start. Describe what the business does, the
services it sells to its customers, and how you could use
Salesforce.com to jump-start the business. Prepare a diagram of
the business processes in your firm, showing how you will use
Salesforce.com. This should take 3 to 4 pages. (Health Food
Business)
Background Readings
Read Chapters 2 and 3 in:
Business Information Systems (2015). The Saylor Foundation.

6. www.saylorbooks.com. Creative Commons Book.
Read Section 2 in:
Introduction to Computer Information Systems/Information
Systems, Creative Commons License.
Kendall, G. I. & Austin, K. M. (2012). Advanced multi-project
management: Achieving outstanding speed and results with
predictability. Fort Lauderdale, FL: Ross Publishing. Available
in the Trident Online Library.
Read Chapters 1-3 in: Langer, A. M. and Yorks, L. (2018).
Stragegic information technology: Best practices to drive digital
tansformation. 2nd edition. John Wiley & Sons. Available in the
Trident Online Library.
Mocker, Martin, Ross, Jeanne W. & Hopkins, Craig (2015).
How USAA architected its business for life event integration.
MIS Quarterly Executive, 14(4), 137-150. How to Find MIS
Quarterly Executive.
O’Leary, D. E. (2000). Enterprise resource planning systems:
Systems, life cycle, electronic commerce, and risk part 1, 2, 3,
and then 4 under Ecommerce. Cambridge, UK: Cambridge
University Press.
In Ebsco Books. Available in the Trident Online Library.
Read chapters 1 and 2 in: Pearlson, K.E. and Saunders, C.S.
(2010). Managing and using information systems: A strategic
approach. John Wiley & Sons. Available in the Trident Online
Library.
Perna, G. (2016). Enterprise resource planning systems: New
weapons for building readiness. Cambridge, UK: Cambridge
Scholars Publishing.

7. Smith, Heather A. & Watson, Richard T. (2015). The jewel in
the crown – enterprise architecture at Chubb. MIS Quarterly
Executive, 14(4), 195-209. How to Find MIS Quarterly
Executive
Tamm, Toomas; Seddon, Peter B.; Shanks, Graeme; Reynolds,
Peter; Frampton, & Keith M. (2015). How an Australian retailer
enabled business transformation through enterprise architecture.
MIS Quarterly Executive, 14(4), 181-193. How to Find MIS
Quarterly Executive
Toppenberg, Gustav’ Henningsson, Stefan’ & Shanks, Graeme
(2015). How Cisco Systems used enterprise architecture
capability to sustain acquisition-based growth. MIS Quarterly
Executive, 14(4), 151-168. How to Find MIS Quarterly
Executive
Read Chapters 4 and 13 in:
Watson, R.T. (2007) Information Systems. Global Text Project,
Utilitizing data for efficiency and effectiveness.
Module 1 Lecture Enterprise Systems
https://youtu.be/TQrGIt3p_i0
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