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Application of IT Framework into SME: Case Study

Paper Type: Free Essay Subject: Information Technology
Wordcount: 7173 words Published: 18th May 2020

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Rock Solid Industrial Parts Case Analysis


Technology has the drive power to influence in a paramount way, on how small-medium businesses operate. Its integration is capable of positively altering the financial expenditure and maximize the profit margin of a company. Data innovation assumes an essential function in the small and moderate size business. It can fulfill the client relationship, limit the overhead cost, improve the work and procedure profitability, and help a business gain the income. It benefits the development of the organization, underpins the organization’s extension, and diminish the danger of information security. Moreover, IT significantly sway an organization’s present and future activity and benefits. Executing the data innovation framework is the organizations’ choice for submitting developing their organizations[1]. IT can help organizations cut expenses, improve correspondence, increment deal, and income, assemble acknowledgment, advance client relationships, and support the development. In April 2018, information from a Gartner study demonstrates that 62% of small and fair size organizations are as of now utilizing distributed computing while 33% are either anticipating actualizing the data innovation or assessing how it could best be used by their association[2]. Therefore, actualizing the IT frameworks is the primary methodologies for the SMB to amplify the income and grow its business. This paper shall hence take a critical analysis regarding Rock Solid Industrial Parts Small-Medium Business to provide solutions based on how technology can be applied to make significant improvements in the business’s overall production and performance. 

Rock Solid Industrial Parts (RSIP) Overview

RSIP organization is a mechanical parts appropriation business situated in San Jose, California, that is snowballing. As of now, at around 36 workers, the company is relied upon to develop to more than 70 representatives inside three years and spread the whole west coast and mountain states. Current offers of $33 Million every year are required to increase to $72 Million in that period dramatically. Consequently, RSIP organizations are arranging a three-year development plan as its crucial arrangement. RSIP’s headquarter office situates in San Jose. In the three-year development plan, it will extend two deal divisions in southern California, LA or San Diego, and Mountain States Denver. C-Level Executives, tasks division, human asset office, promoting office, and organization office won’t grow, as current, and just situated in San Jose. Money and Accounting division will set up in the recently extended territories and at any rate one director for every area. Two deals offices will build-up to the extended regions. There will be ten field sales reps, four inside sales reps, and two application engineers for every zone. One specialist for the IT office as of now yet one ranking director and two staff were wanted to add to the IT division, which situates in San Jose. This organization, therefore, has a reasonable target of maximizing the use of technological advantages, purposely to ensure that it attains its set goals through the implementation of specific advanced technological affordances. Reduction of expenses such as salaries paid to so many workers would be achieved through installing several technical system hardware and software which would substitute the overall production of several workers. 

Sales and Marketing Technology Strategies.

For the RSIP Company to succeed in the marketing strategy of its products, several technological applications would deem appropriate for all its branches. The significantly troublesome nature of this procedure of “client digitisation” implies that deals and showcasing capacities are assuming greater liability for their innovation, a procedure which is significantly affecting their associations with IT. More than four out of five respondents to the EIU survey from the business work (81%) accept they will have either “somewhat” or “altogether” more impact over innovation related choices in the following a few years. Some 54% of advertisers had a similar conviction[3]. The examination uncovered that the two deals and showcasing are “moderately fulfilled” with the administration they get from the IT work. At the point when asked to what degree they concur with the explanation that ‘the IT office can give specialty units the innovation they need’, in deals, 48% concur and 22% unequivocally concur. In showcasing, 44% concur and 25% firmly concur. Be that as it may, while opinions in regards to the association with IT were extremely positive crosswise over the two deals and advertising, survey respondents from the particular capacities differ somewhat on whether joint effort with IT is improving. Some 81% of promoting pioneers concur that it is showing signs of improvement – a higher extent than some other specialty unit – while 68% of offers pioneers communicated a similar conclusion.

The Customer Relationship Management (CRM)

In spite of never having the best possible time frames, CRM is really an abbreviation that represents client relationship the executives. Extensively, CRM is any training, innovation, or methodology intended to enable organizations to improve their client connections. In the present commercial center, CRM frequently alludes to the particular instruments, generally a web application or programming, that enable associations to concentrate on individual clients and partners—be they purchasers, providers, administration clients, or any other individual the association works with. Given the significance of keeping up and culminating client connections, one may accept that these instruments have been a backbone of business for whatever length of time that the idea has existed, however actually CRM is a generally new advancement.

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In accordance to Newell CRM is a valuable apparatus as far as recognizing the correct client gatherings and for choosing which clients to discard. For Newell, discarding clients is vital as a result of the high-support, significant expense associated with keeping up such connections and the ensuing channel on an association’s benefit. Clemons evaluates there might be a ten times distinction between the most gainful clients and the normal. The possibility that you can’t have a gainful association with all clients and the act of focusing on clients with a separated item or administration is as of now across the board in numerous money related administrations for example banking, protection, Mastercards and so on. It is less settled in numerous different business divisions, for example, producing. One technique for recognizing client gatherings is the idea of recognizing exchange and relationship clients. Exchange clients are exceptionally unpredictable and have little dedication, other than that identified with acquiring the best cost. Relationship clients have unmistakably increasingly potential for dependability as they are frequently arranged to pay a top notch cost for a scope of solid products or administrations Newell. When relationship clients are selected they are more averse to abandon given they keep on accepting quality help. Relationship clients are likewise more practical than new clients since they are as of now acquainted with, and require far less influence to purchase the organization’s items or administrations. Peck et al are among the individuals who contend that for some associations it is helpful to recognize the two sorts of client and spotlight on relationship clients. As per Newell there are regularly three unmistakable sorts of relationship clients: the top, center and lower gatherings. The top gathering (top 10%) comprises of clients with astounding devotion and of high gainfulness for the association.

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CRM is expected to hold and offer them the most ideal administrations so as to stay away from them absconding to hungry contenders. Center gathering clients (next 40 to 50 %) are ones conveying great benefits and who show great potential for future development and dependability. These are the clients who are likely giving a portion of their business to rivals. The thought is to utilize CRM to target center gathering clients successfully as they are the best wellspring of potential development. Lower bunch social (base 40 to 50 %) clients are the individuals who are just possibly beneficial. Some may have potential for development however the cost and exertion associated with focusing on such numbers, obstructs the adequacy of overhauling existing social clients in the top and center gatherings[4]. CRM ought to be utilized to distinguish this gathering and genuinely consider the reaction required. Value-based clients contribute either nothing or adversy affect gainfulness. The accord accordingly is that CRM is precious for distinguishing existing value-based clients and helping associations to discard them right away. This has the twofold advantage of improving the prospects for one association’s benefit while possibly offloading weights onto contenders.

Another measurement is the capacity to convey the system effectively. CRM procedures are just powerful on the off chance that they convey positive results. It is never again sufficient just to state that you are client centered, however it is important, what you do. Newell talks about a scope of CRM contextual investigations that utilized client information to convey applicable items and administrations. Blockbusters perceived that their client’s top need was the capacity to lease their first-decision motion picture, when they visited a store. The business standard for accomplishing this client support was around 80 percent. The organization executed a data framework called ‘The all important focal point’ to improve stock accessibility of first-decision titles.

The Center Stage framework stores client information to help foresee the feasible interest for explicit motion pictures. The organization at that point stocks the applicable number of items and now conveys altogether improved accessibility, while different contenders don’t. Blockbuster emphatically accepts that CRM has empowered them to stay a market chief. The accord has all the earmarks of being that the crucial objective of CRM is to improve authoritative gainfulness through productive and successful client relations. In the event that the CRM system is battling to impact productivity, after a sensible timeframe, at that point the association is plainly coming up short[5]. Associations in this position ought to quickly think about altering course and embrace elective procedures. The situation for those associations that have fizzled may bring about a progression of conditions that are difficult to recuperate from. Such organizations may discover they have an unbalanced number of unfruitful clients that others have casted off. The way back to development may require unmistakably increasingly extreme approaches. On the off chance that a CRM methodology can be appeared to improve productivity, at that point the association is clearly on the correct way and succeeding. Organizations in this sound position ought to evade carelessness. They would be savvy to commit adequate assets and time to CRM and recall that successful CRM methodologies are iterative and ceaselessly developing.

SalesForce Software

The CRM programming that can fulfill CSIP organization needs is SalesForce. The fundamental advantage structure SalesForce programming that can improve the enlightening association, upgrade correspondence, improve client support, robotize regular assignments, increment productivity for various groups, make scientific information and reporting. what’s more, SalesForce is one of the greatest and most generally utilized CRM programming available. For littler and fair size business, SalesForce offers a fundamental version called Lightning Essentials. This bundle gives the client a propelled contact administrator that incorporates email joining and follow-up updates. It likewise incorporates a great deal of choices for coordination and customization. SalesForce has undertaking level security and innovation support. The expense of SalesForce is $25 per month[6]. With those highlights and advantages, SalesForce can help CSIP organization to accomplish the objective of income development and complete the extension plan.Salesforce offers a wide assortment of CRM classes and frameworks to address your issues, including Sales Cloud, Marketing Cloud, Service Cloud, Analytics Cloud, Data Cloud, Community Cloud, App Cloud, and IoT, serving in excess of 150,000 clients. Toward the day’s end, the main CRM that offers the full scope of highlights and usefulness, at a cost that is adaptable to fit any business, is Salesforce[7]. What’s more, with the free 30-day preliminary offered to all new imminent customers, that is a reality that you’ll have the option to find for yourself. In any case, you might consider what different points of interest there are in picking Salesforce CRM. How about we distinguish a couple: Salesforce CRM Grows Revenue To develop income, you need in excess of a basic client relationship the executives application—you need Salesforce. Overseeing contacts is only the start. With the world’s  CRM, you can follow all business action—each lead, opportunity, and client—and make a move from any place you are, empowering you to invest more energy offering to the individuals who are intrigued, furnished with their own advertising information and social experiences.

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Salesforce Is Customer Focused With our compensation as-you-go model, the cost of achievement is drastically lower. Taken through and through, these and different points of interest demonstrate that Salesforce is centered around giving you an unrivaled assistance, at a value that you can bear. Salesforce Is Fully Cloud-Based As referenced above, basing a CRM arrangement in the cloud implies that clients can get to its full usefulness, without introducing exorbitant in-house equipment or PC servers. No equipment implies you’ll be ready for action and emphatically affecting your business in a matter of seconds by any stretch of the imagination. With Salesforce CRM programming, everything comes to you—records and contacts, leads and openings, guaging, investigation, contact the executives, notices, and so forth.— making an incredible work process based on the App Cloud, so you can tweak the Sales Cloud to your business necessities[8]. Salesforce Offers a Complete Customer Management Solution Salesforce programming is completely portable, and covers each client contact point and each phase of the client lifecycle, so you can finalize negotiations, log calls, and do everything from any place you are. Simultaneously, deals action following guarantees immediate client refreshes, so there are no curve balls when you’re out and about. Salesforce Is the World’s number 1 CRM Today, more than 100,000 of the world’s most imaginative organizations—enormous, medium, and little—use Salesforce to let the big dog eat, quicker. Utilizing Salesforce is as simple as clicking a catch, which means better selection rates, and increasingly powerful joint effort, assembly, and income development.

Introduce Fishbowl stock for dealing with the stockroom

Introduced a WMS is the most effectiveness approach to dealing with the distribution center that can improve the laborer profitability and limit the overhead cost. The one WMS can fulfill CSIP organization’s present needs is Fishbowl Inventory Software. Fishbowl is a crossover assembling and distribution center administration arrangement intended for little and medium size organizations. Key highlights incorporate stock control, material prerequisites arranging (MRP), work shop floor control, work request the executives, maker requests and bills of materials. The arrangement can either be conveyed on-premise or facilitated in the cloud. It likewise offers highlights, for example, barcoding, resource the executives, crude materials the board, cycle checking, revealing, computerized requesting and obtaining. It gives constant reports on the stock level to different stockrooms of an association. The arrangement can anticipate stock prerequisites dependent on deals slants and enables associations to move stocks from one stockroom to other[9]. The arrangement likewise highlights computerized bunch and fix work requests dependent on parcel following and sequential number following. Fishbowl bolsters combination with web based business, shipping, shipper administrations and CRM frameworks, for example, QuickBooks, Magento, Shopify, Zencart and Salesforce.[11] The cost for Fishbowl Inventory Software is $4395 with innovation backing and it is the most reasonable cost among the 20 distinctive kind WMSs.

• Install web based gathering programming to profit the correspondence

CSIP organization holds the remote gathering between chiefs, sellers and deal individuals from extension regions. In this way, CSIP, Inc. needs the gathering programming to help those gatherings. Zoom meeting programming fulfills every one of the prerequisites of those gatherings. It underpins remoting gathering meeting by sound and video, a gathering record, sharing screen and wide, building coordinated effort empowered conferenced rooms, and supporting endeavor telephone framework. The web based gathering nature of Zoom is entirely steady and high. Besides, zoom meeting programming is anything but difficult to learn and work.

• Upgrade the activity framework to empower other programming to completely item

The working framework is the most programming for introducing the urgent programming. In the CSIP, Inc workplaces, the most personal computer as yet running on Windows 7, and it may build the security issues. In this way, those personal computers need to move up to the last forms, for example, Windows 10 working framework and the antivirus programming. The cost of the Windows 10 working framework for business is $199.

The Hardware requirements.

Reconstruct inside system and outside system

The LAN organize accessible for the front work area, so it can’t make an impression on the workplace room and stockroom. For improving the efficiency of the data transmission and laborers, the 11-office rooms (incorporate the arranged extension for Repair Operation room) ought to have least 5 changes to extend the LAN organize. A rapid business grade fiber web end is accessible, so the personal computer that structure to associate clients, sellers, and arranged development workplaces ought to interface the Internet for improving profitability and correspondences. The switch and remote passageways ought to build up for making a remote system. Likewise, the field salesmen ought to have cell phones with the Zoom application to help their reports and correspondence with supervisors and clients. For the wellbeing issue, the old age screens can likewise be supplanted by new age screens. In the mean time, the gathering room ought to get a projector and a whiteboard for the gathering with merchants.

• Infrastructure

For supporting the CSIP, Inc development for the following decade and document the objective of three years extension plan, this expository proposition CSIP, Inc take an infomate evolving. This changing required the half breed foundation that consolidates distributed computing and on primes activity for the CSIP, Inc data framework.

• The primary perspectives affected on the Information Technology Implementation

The financial limit of the execution will be under $750K dependent on the whole of buying programming, equipment, distributed computing administrations, and specialist cost of usage. The hazard may emerge during the data innovation usage are that information lost, plan delay, strategy issues happen, and the representatives’ capacity for using the execute devices. In this manner, this proposition prescribes that utilizing cloud-based stockpiling to spare every one of the information for future back up. Next, make a Gantt Chart task plan for this undertaking to guarantee the usage will be finish on schedule. Since the product that chose in this proposition are having method bolster administration, the specialized issues ought not be the principle hazard to affect the whole implantation. Finally, for maintaining a strategic distance from the danger of representative need capacity of working the new innovation, the CSIP ought to make a preparation program for them and help them to adjust in the new workplace.

3. Structure

CSIP, Inc, is a family-based business. Its innovation culture should concentrate on straightforwardness and sharing. Particularly, the CSIP’s headquarter just situated in the San Jose and the arranged development territories will be situated in southern California and Mountain State. The situation of Senior Director of IT will be available to supporting the Information innovation process in CSIP and it is a significant association among the fund and bookkeeping division and human asset office. The innovation is an essential part to help correspondence, procedure, and structure.

4. Individuals

The majority of the arranged introduced programming and equipment are anything but difficult to learn. Thusly, CSIP, Inc ought to urge every one of the representatives to figure out how to work those product and equipment. Particularly, the laborers who favored work at home and have a nearby client relationship should utilize cell phones and applications to expand their efficiency and help their conventional work. CSIP, Inc likewise ought to make a preparation program for preparing representatives how to utilize the innovation to improve productivity and ability for their employments.

Inventory Management Systems

In a nutshell, inventory control systems basically refer to the technological solutions that necessitate the integration process and success of all available aspects of an organization. in regard to RSIP company, several departments would deem more appropriate if all get connected together for a better sharing of information and preformation upgrade. Inventory control frameworks help you track stock and give you the information you have to control and oversee it. Regardless of which kind of stock control framework you pick, ensure that it incorporates a framework for distinguishing stock things and their data including standardized identification marks or resource labels; equipment devices for filtering scanner tag names or RFID labels; a focal database for all stock notwithstanding the capacity to examine information, produce reports, and estimate request; and procedures for naming, archiving, and revealing stock alongside a demonstrated stock philosophy like without a moment to spare, ABC examination, first-in, or first out (FIFO), or toward the end in-first-out (LIFO). Peruse on to get familiar with the four sorts of stock control frameworks. There exist four types of inventory management systems as discussed below:

  1. Perpetual Inventory System.

The use of perpetual inventory system significantly would help RSIP company to have a continuous updating of the inventory records and accounts especially for the addition/subtraction during the time inventory items get received, and several aspects of sales and marketing end up being conducted. A few associations incline toward ceaseless stock frameworks since they convey exceptional stock data and better handle negligible physical stock checks. Never-ending stock frameworks likewise are favored for following stock since they convey precise outcomes on a nonstop premise when overseen appropriately. This kind of stock control framework works best when utilized related to distribution center inventory, a database of stock amounts and container areas refreshed progressively by stockroom laborers utilizing standardized identification scanners.

There are a few difficulties related with unending stock frameworks. Initially, these frameworks can’t be kept up physically and require specific hardware and programming that outcomes in a greater expense of execution, particularly for organizations with numerous areas or stockrooms. Intermittent support and redesigns are vital for occasional stock frameworks, which likewise can turn out to be expensive. Another test of utilizing an unending stock framework is that recorded stock may not reflect real stock as time passes by in light of the fact that they don’t utilize standard physical stock tallies. The outcome is that mistakes, taken things, and inappropriately checked things sway the recorded stock records and cause them not to coordinate real stock tallies.

  1. Periodic inventory systems

Periodic inventory systems try not to track stock regularly; rather, they enable associations to know the start and closure stock levels during a specific timeframe. These sorts of stock control frameworks track stock utilizing physical stock checks. At the point when physical stock is finished, the equalization in the buys record shifts into the stock record and is acclimated to coordinate the expense of the completion stock. Associations may pick whether to figure the expense of consummation stock utilizing LIFO or FIFO stock bookkeeping strategies or another strategy; remember that starting stock is the past period’s completion stock.

There are a couple of impediments of utilizing an intermittent stock framework. To start with, when physical stock checks are being finished, typical business exercises almost become suspended. Thus, laborers may rush through their physical tallies in light of time imperatives. Mistakes and extortion might be progressively common when you actualize an intermittent stock framework on the grounds that there is no persistent power over stock. It additionally turns out to be progressively hard to distinguish where disparities in stock tallies happen when utilizing an intermittent stock control framework on the grounds that so much time goes between checks. The measure of work that is required for intermittent stock control frameworks improve them fit to littler organizations.

  1. Barcode Inventory Systems

Inventory management frameworks utilizing scanner tag innovation are more precise and productive than those utilizing manual procedures. At the point when utilized as a component of a general stock control framework, standardized identification frameworks update stock levels consequently when laborers examine them with a standardized identification scanner or cell phone. The advantages of utilizing barcoding in your stock administration procedures are standardized identification scannernumerous and include:

  • Exact records of all stock exchanges
  • Wiping out tedious information mistakes that happen much of the time with manual or paper frameworks
  • Wiping out manual information section botches
  • Simplicity and speed of checking
  • Updates available stock consequently
  • Record exchange accounts and effectively decide least levels and reorder amounts
  • Streamline documentation and detailing
  • Quick quantifiable profit (ROI)
  • Encourage the development of stock inside stockrooms and between different areas and from getting to picking, pressing, and sending
  1. Radio Frequency Identification (RFID) Inventory Systems

Radio frequency identification (RFID) stock frameworks utilize dynamic and aloof innovation to oversee stock developments. Dynamic RFID innovation uses fixed label perusers all through the distribution center; RFID labels pass the peruser, and the development is recorded in the stock administration programming. Therefore, dynamic frameworks work best for associations that require constant stock following or where stock security has been an issue. Detached RFID innovation, then again, requires the utilization of handheld perusers to screen stock development. At the point when a tag is perused, the information is recorded by the stock administration programming. RFID innovation has a perusing scope of around 40 feet with uninvolved innovation and 300 feet with dynamic innovation.

RFID stock administration frameworks have some related difficulties. Initially, RFID labels are undeniably more costly than standardized identification marks; consequently, they normally are utilized for higher worth products. RFID labels additionally have been known to have obstruction issues, particularly when labels are utilized in situations with a great deal of metal or fluids. It likewise costs a lot to progress to RFID hardware, and your providers, clients, and transportation organizations need to have the necessary gear also. Also, RFID labels convey a larger number of information than standardized identification names, which means your framework and servers can move toward becoming impeded with an excessive amount of data.

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When picking a stock control framework for your association, you initially ought to choose whether an interminable stock framework or intermittent stock framework is most appropriate to your needs. At that point, pick a scanner tag framework or RFID framework to use related to your stock control framework for a total arrangement that will empower you to have perceivability into your stock for improved exactness in filtering, following, recording, and detailing stock development

Necessary features for Inventory Management System

Standardized identification examining: Easily recognize and track your items; stock administration programming coordinates with standardized identification scanners for moment item distinguishing proof and marking.

Stock improvement: Maintain the perfect measure of stock for every item, without over-or under-stocking anything. It’s particularly valuable in the event that you bargain in items that experience an occasional ascent and fall sought after.

Stock notices: Receive alarms and warnings when there’s finished or under-stocking past a characterized limit. This encourages you to place requests or offer limited time limits to get out additional stock.

Report age: View deals history as a rundown of your most prominent items. This component additionally empowers you to oversee things in your stock that have not arrived at the business levels you expected, for instance, by offering limits on them.

Multilocation the board: Manage various distribution centers and purposes of-offer (POS). All areas can be incorporated inside a solitary stock administration framework.

Stock returns dealing with: Manage returns all the more viably by lessening time-to-return through computerization of the whole procedure.

Material gathering: Group stock into predefined classes and guarantee you’re constantly refreshed about amounts of segments and particulars that make up your item stock, and deal with their reordering plans as required.

Buy request records: Create a solitary perspective on buy request records. You can without much of a stretch distinguish which items are sought after, both ceaselessly and occasionally, and get ready to address your clients’ issues.

Extra highlights a few clients may require

RFID-situated in-travel following: This component is valuable if your provisions originated from an outsider and you dispatch products for conveyance. This component influences RFID innovation to give you constant following of your stock in travel.

Stockroom the board: This component is helpful on the off chance that you have to enhance your distribution center stock and keep up a precise log of every item’s area. It’ll give you a solitary perspective on where the majority of your items are put away.

Request guaging: Through this component, you can attract on past information to recognize future interest. It isn’t really offered by all stages, so if guaging is critical to you, make certain to ask the sellers on your waitlist about this ability.














End Notes

  • Hillary, Ruth. Small and medium-sized enterprises and the environment: business imperatives. Routledge, 2017.
  • Wedell, Al, and Dale Hempeck. “Sales force automation—here and now.” Journal of Personal Selling & Sales Management 7, no. 2 (1987): 11-16.
  • Karjaluoto, Heikki, Pauliina Ulkuniemi, Sergio Román, and Rocío Rodríguez. “The influence of sales force technology use on outcome performance.” Journal of Business & Industrial Marketing (2015).
  • Jain, Shilpi, and Mahadeo P. Jaiswal. “Birlasoft Inc.—Sales Force Automation at Crisis: Software as a Service (SaaS) or Software as a Product (SaaP)(A) & (B).” Asian Case Research Journal 19, no. 02 (2015): 311-351.
  • Fisher, Cameron. “New Technologies for Mobile Salesforce Management and CRM.” American Journal of Industrial and Business Management 7, no. 04 (2017): 548.
  • Zimmer, Tim. “What Are the Advantages of Information Technology in Business?” Small Business – Chron.com. March 05, 2019. Accessed March 20, 2019. https://smallbusiness.chron.com/advantages-information-technology-business-774.html.
  • Benefits of Cloud Technology for Small Businesses in 2018.” Capterra Blog 5 Benefits of Cloud Technology for Small Businesses in 2018 Comments. Accessed March 21, 2019. https://blog.capterra.com/benefits-cloud-technology/.
  • Alexis, Mark, and Gary Mark Shafer. “Radio frequency identification (RFID) system for item level inventory.” U.S. Patent Application 11/520,123, filed March 20, 2008.
  • Roberts, Chris M. “Radio frequency identification (RFID).” Computers & security 25, no. 1 (2006): 18-26.
  • Bauer, Donald George, Edward Raymond Buiel, Richard John Campero, William Joseph Carpenter, Steven Paul Metzler, Richard Eric Nordgren, Paul Brent Rasband, Mark Albert Taylor, and Howard E. Wood Jr. “Intelligent station using multiple RF antennae and inventory control system and method incorporating same.” U.S. Patent 7,084,769, issued August 1, 2006.
  • Bodin, William Kress. “Inventory control and point-of-sale system and method.” U.S. Patent 6,681,989, issued January 27, 2004.
  • Manthou, Vassiliki, and Maro Vlachopoulou. “Bar-code technology for inventory and marketing management systems: A model for its development and implementation.” International Journal of Production Economics 71, no. 1-3 (2001): 157-164.
  • Corner, Ian, and Matthew Hinton. “Customer relationship management systems: implementation risks and relationship dynamics.” Qualitative Market Research: An International Journal 5, no. 4 (2002): 239-251.
  • Corner, Ian, and Matthew Hinton. “Customer relationship management systems: implementation risks and relationship dynamics.” Qualitative Market Research: An International Journal 5, no. 4 (2002): 239-251.
  • Chalmeta, Ricardo. “Methodology for customer relationship management.” Journal of systems and software 79, no. 7 (2006): 1015-1024.
  • Bose, Ranjit. “Customer relationship management: key components for IT success.” Industrial management & Data systems 102, no. 2 (2002): 89-97.
  • Bull, Christopher. “Strategic issues in customer relationship management (CRM) implementation.” Business process management Journal 9, no. 5 (2003): 592-602.
  • Ryals, Lynette, and Adrian Payne. “Customer relationship management in financial services: towards information-enabled relationship marketing.” Journal of strategic marketing 9, no. 1 (2001): 3-27.
  • Dockery, James, Paul Wilson, Timothy Downey, Yilian Yuan, Kjell Nygren, and Susan Foltz. “Methods and software arrangements for sales force effectiveness.” U.S. Patent Application 11/013,979, filed June 15, 2006.
  • Buttle, Francis, Lawrence Ang, and Reiny Iriana. “Sales force automation: review, critique, research agenda.” International Journal of Management Reviews 8, no. 4 (2006): 213-231.
  • Stansfield, Mark, and Kevin Grant. “An investigation into issues influencing the use of the internet and electronic commerce among small-medium sized enterprises.” J. Electron. Commerce Res. 4, no. 1 (2003): 15-33.
  • Ghobakhloo, Morteza, Tang Sai Hong, Mohammad Sadegh Sabouri, and Norzima Zulkifli. “Strategies for successful information technology adoption in small and medium-sized enterprises.” Information 3, no. 1 (2012): 36-67.

[1] Zimmer, Tim. “What Are the Advantages of Information Technology in Business?” Small Business – Chron.com. March 05, 2019. Accessed March 20, 2019.

[2] Hillary, Ruth. Small and medium-sized enterprises and the environment: business imperatives. Routledge, 2017.

[3] Wedell, Al, and Dale Hempeck. “Sales force automation—here and now.” Journal of Personal Selling & Sales Management 7, no. 2 (1987): 11-16.

[4] Bull, Christopher. “Strategic issues in customer relationship management (CRM) implementation.” Business process management Journal 9, no. 5 (2003): 592-602.

[5] Bose, Ranjit. “Customer relationship management: key components for IT success.” Industrial management & Data systems 102, no. 2 (2002): 89-97.

[6] Fisher, Cameron. “New Technologies for Mobile Salesforce Management and CRM.” American Journal of Industrial and Business Management 7, no. 04 (2017): 548.

[7] Karjaluoto, Heikki, Pauliina Ulkuniemi, Sergio Román, and Rocío Rodríguez. “The influence of sales force technology use on outcome performance.” Journal of Business & Industrial Marketing (2015).

[8] Jain, Shilpi, and Mahadeo P. Jaiswal. “Birlasoft Inc.—Sales Force Automation at Crisis: Software as a Service (SaaS) or Software as a Product (SaaP)(A) & (B).” Asian Case Research Journal 19, no. 02 (2015): 311-351.

[9] Ryals, Lynette, and Adrian Payne. “Customer relationship management in financial services: towards information-enabled relationship marketing.” Journal of strategic marketing 9, no. 1 (2001): 3-27.


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