Technology As Innovator

IBM has launched at New York a free alternative to Microsoft Word, Excel and PowerPoint programs. The package came under the name IBM Lotus Symphony and is available for download from the official website.

IBM Lotus Word Processor

Lotus Symphony is based on the Open Document Format standard and allows you to import, edit and save different file formats including Microsoft Office files.

You can also export files to PDF. The set of tools is supported by Windows, Linux and Macintosh.

Read more reviews

Elsa Wenzel, CNET editors’ review, IBM Lotus Symphony (Windows) Sierra, Techpin, IBM Lotus Symphony to Compete with Microsoft Office

4. Customer Relationship Management

4.1. Definition

Customer Relationship Management (CRM) consists of

1. All Customer-focus functions such as: sales, marketing, customer support
2. Software and Tools for automation of these functions
3. Processes to integrate and support the tasks and tools

4.2. CRM Typical Elements

Sales force automation

SFA tools track prospects, contacts, and activities, allowing managers to follow leads through the pipeline, forecast revenue, and catch bottlenecks. Because of the revenue-forecasting requirements, SFA has always emphasized metrics even more than other areas of CRM..

Tele-Marketing and Tele-Sales Tracking

In many ways, their requirements are closer to those of support tracking and indeed many vendors offer contact center modules that can serve both inbound and outbound contact centers.

Product configuration

Product configuration tools allow users to customize complex products to their exact requirements.

Marketing automation

Often called campaign management, marketing automation allows the design, execution, and management of campaigns. Depending on the sophistication of the tool, the campaigns may use a variety of media and include segmentation and list management capabilities. Marketing event planning is another potential component of marketing automation.

Support tracking

Support-tracking features include the ability to track the history of support requests from inception to resolution, including routing, ownership, escalations, and transfers. Another important area is the provision of a customer database to track service contracts. The contracts area is where integration with the sales system or with the accounting system may come into play.

Field service

Field service has different requirements than service that is provided from a support center, much as a telemarketing group needs different features than a field sales force. Like field sales, field service employs a mobile workforce and it has special requirements such as the management of parts and spares. Many field service tools allow users to communicate through wireless communications.

Knowledge base

Knowledge base functionality is useful in all areas of customer-focused functions. It has the ability to expose the knowledge base to the users through a variety of search capabilities, as well as the ability to support the creation and maintenance of documents.

Customer portal

Web-based customer access to the CRM system is now an absolute requirement. Customer portals and the functionality around them are sometimes called e-CRM and the subsystems are called e-sales, e-marketing, or e-support.

Analytics

One of the benefits of CRM is an improved ability to view and analyze customer-related activities. Together with Business Intelligence and KPI, Analytics function provides a very powerful tool in managing customer expectation to meet the enterprise’s objectives.

ERP Series Previous Posts

ERP Series vol 2: ERP System Characteristics

ERP Series vol 1: ERP Definition & Advantages

Free & Open Source Enterprise Resource Planning Software

Apart from motivationally writing for the web, I have been invited to universities as a motivational speaker to talk about the IT industry and IT occupations with IT students.

What question do you think is most frequently asked?

What programming languages and tools are currently used in your company?

It is not a surprising one because the same question has been asked much more frequently on technical forums and newsgroup and has caused so much debates on T-tool vs. U-tool and more heatedly, X-language vs. Y-language.

And my answer is

“It is nice that you are preparing the knowledge and skills that you think your potential employers will seek. However, skills and experience in a particular programming language is not the only technical skill employers seek in candidates. They’re also looking into the foundation technical knowledge, such as but not limited to: Object Orientation, Design skills, Software Methodologies, Data Structures and Algorithms, Database Design, Architecture, Computing Theory, that empower your programming skills. You may do programming with, let’s say, Java relatively well in some situations without the above knowledge, but if you are thrown into a more complex project to build a huge product, the risk is high.

One example. You spend two to four years in college polishing your skills in X language that you predict will (still) be hot in a few years when you graduate. When you do graduate and apply for jobs, if they say “Sorry, X is old. We’re needing Y people”, what will you do? Spend the same amount of time learning Y? No, it’s not the way it should work. Foundation knowledge is the root, languages and tools are leaves. Equip yourself with the foundation, and when technology changes (is IT a slow changing area that does not change every 6 month or so?), you can adapt more easily.

When you have mastered the foundation knowledge, and possessed significant experience in using programming languages, which IDE is not a bug big issue.

Besides, about recruitment, technical skills are not the only evaluation criterion. Think about soft skills and attitude too.”

I was thinking about my profession

The number of Business Analysts and System Analysts required in software companies is not that many compared to developers; in some smaller companies with less formal process definition, some developers take the Analyst role. If the need for Analysts were higher, this question could have been asked: “What modeling languages and tools are currently used in your company?”

The answer is simple: Unified Modeling Language. UML itself has been a well-established language for modeling. More of a reason why it has become so popular is due to the promotion of UML by RUP.

But once again, UML is a language. The case is not much different from that of programming languages. Knowing UML is not enough to perform all tasks Analysts do, Business Process Modeling for instance - and a new standardized set of notations named BPMN (Business Process Modeling Notation) is being proposed.

Underlying UML skills are Modeling skills. Modeling languages are used to present information in a more visual (and structural?) way. You need to know what model or diagram should be used to present what kind of information at what time in what situation to whom.

Model is one kind of information. In order to develop solid Modeling skills, Information Processing skills and Data Analysis skills need to be developed first or in parallel.

With all those skills at hand, you will be able to guess how shapes are categorized and may quickly locate the right notations you need in Modeling tools, no matter if it’s Rational Rose or Visio or Enterprise Architect or so on.

After you have created a good piece of model, you may want to present it to customers or other teams in your project. Presentation skills may help.

Side discussion: Model vs. Diagram

Throughout this article, I have used Models consistently, without mentioning diagrams. The may raise question since “UML diagram” is a very common terminology. The reason is because Analysts produce visualizations which are not diagrams too. Organization charts, map, prototype are just a few to name. ‘Model’ covers all of these, of course including diagrams. Also, one trivia is that the word may remind the fact that information systems actually model the real world.

Conclusion

So to conclude, foundation knowledge is required in any profession. Technology and tools change so quickly, but concepts do not as quickly. Build your internal strength should be the higher priority.