Wk 4 Discussion 2

Discussion Topic

Review scenario “7. Times They Are A Changing!” under “Making Business Decisions” at the end of Ch. 11 of Business Driven Technology, and answer the following questions:

• What type of operational and analytical CRM would Change.org need to function?
• How could Change.org use marketing, sales and customer service CRM technologies to help raise awareness and donations for nonprofit causes? Explain your reasoning.

Respond to at least three of your peers. In your response, address any thoughts you have on how Change.org would benefit from using a CRM along with what benefits/challenges they would face and how you would help them improve.

Students need to contribute three substantive posts in this discussion by the due date indicated. The substantive posts can be any combination of responses and replies.

PEER 1

Hello Everyone,

This discussion focuses on the comparison of two different types of CRM: Analytical and Operational. Some questions are asked regarding this so lets get started.

What type of operational and analytical CRM would Change.org need to function?

First lets look as an operational CRM: An operational CRM is going to focus and be geared more toward operations of functions in complete regards to the sales force, automation, and calling centers involving customer contacts and services.

An analytical CRM is more leaning toward a companies customer data and the history of transaction that make a business effective and profitable.

Both tools for each of these are parallel for the most part.

With all of this data presented, I would have to lean more toward operation CRM for Change.org

How could Change.org use marketing, sales and customer service CRM technologies to help raise awareness and donations for nonprofit causes? Explain your reasoning.

A non-profit CRM software may not just be enough. It really depends on the type of non-profit cause involved here to determine which CRM is best recommended. Based on the data known here though, I would still recommend the operational CRM because this is more toward the marketing, sales, and customer service aspects of the cause and plays a vital role in the needs of the company and the causes set forth. The metrics, financial transactions, and customer and company needs should be included in making the best choice for this as well.

References used:

https://phoenix.vitalsource.com/#/books/9781259852275/cfi/6/52!/4/2/8/14@0:65.7

PEER 2

I am not sure how Change.org would employ operational CRM. I guess if they take a portion of the donations, they could use that to set up the nonprofit. Maybe they have a quicker method about becoming an approved nonprofit, charity organization, so people using the services could get their tax benefits. It was hard to understand exactly what it is that change.org does, this is not my wheel house. I would say that their primary focus would be analytical. They should try to figure out from previous success that others made, what the next big desire for change would be and try to bring it to their customers faster.

PEER 3

Hello everyone!

• What type of operational and analytical CRM would Change.org need to function?

Operational CRM is operations of functions such as sales force and automation and call centers.

Analytical CRM is when companies garner customer data and transaction history to make business more effective. The tools and other resources used in operational CRM and analytical CRM are often essentially the same. The resources themselves are considered part of the business operations, or operational CRM.

• How could Change.org use marketing, sales and customer service CRM technologies to help raise awareness and donations for nonprofit causes? Explain your reasoning.

By using a non profit CRM software. Because it plays a vital role in non profit organization. It can perform better in data reporting, event metrics, campaign responses, financial transactions, and other custom needs.