SWOT Analysis of CRM Implementation at Wesfarmers
The first part (Task A) would evaluate the CRM system application used in Wesfarmers organization. The SWOT analysis had been done for developing the analysis of the CRM system implementation in the organization. The role played by the development model for the operations would be helpful for the development of successful development model for the organizational operations. The following report had been made for evaluating the role of ICT technologies in the development of the smart operational management of business organization. The development of technologies had helped in the improvement of operations and development of smart functionalities of operations. The development of organizations had been largely influencing the growth of the existing system operations of the organization.
Organisation: Wesfarmers Date: 21/05/2017
Description of current/new ICT service: CRM or customer relationship management system implementation would be developed for forming the development of accurate development of models. The CRM system had been developed for implementing the faster processes of the organization. The CRM system provides a specific development of the organization approach for the modification of ongoing processes in the organization. The ICT services of the CRM implementation would form the development of the existing processes and increase the efficiency of operations for the organization. The development of the existing technology would employ the faster and more efficient development of operations within the organization. CRM would deploy faster and effective data modification for the organization in the organization. The implementation would form scope for integration of the operations.
· Integration of the customer’s data on a single platform for Wesfarmers
· Data Access had been improved
· Technological advancements resulting in formation of effective and smart operation implementation
Summary and Recommendations:
The CRM implementation had been developed for forming the appropriate development of the operations of data management in the Wesfarmers organization. The various factors of strengths and opportunities for Wesfarmers are improvement of data access, integration of operations, market expansions, global strategy implementation, and advancement of technology for developing smarter operations for the Wesfarmers. It would develop the specific development of the system integration for the development of smart functional operations in the organization. The deployment of specific CRM system would increase the efficiency of operations in the organization. The factors of weaknesses and threats in the Wesfarmers organization are data theft and loss, dependency on technology, complexity of operations, and high cost of equipments.
Some recommendations for the development of the operations of Wesfarmers are given below,
Security Functions: The deployment of security functions would help in forming the appropriate development of CRM implementation for Wesfarmers. The security options like encryption, authorization and password implementation would be deployed for forming the accurate development of operations. The security development of the system integration with the deployment of the appropriate development models for the organization.
Implementation model: The use of implementation model would be deployed for successful implementation of the CRM system for Wesfarmers. It would ensure that the functions of CRM are well integrated with the operations of Wesfarmers. The deployment of CRM using specific models would ensure that the system integration would help in forming acute system implementation for the organization.
Short Term (Now)
The short term goals had been deployed for the development of the integrated operations of the Wesfarmers. The integration of the operations had been developed for developing the appropriated development of the CRM implementation in Wesfarmers. The integrated operations would form the modification of the existing system in the organization to form the effective and specific modulation of the customer eccentric operations for Wesfarmers.
Mid Term (next 12 months)
The midterm goal of the Wesfarmers is for the modification of the security functions in the organization. The security implementation would deploy the option for modification of the existing technology in the operations of the Wesfarmers. The integration of the security functions would employ the development of the operational development in the organization.
Long Term (next 3 to 5 years)
The long term goal of Wesfarmers is forming market expansion along with the development of global strategies. The global strategies had been developed for forming the operational development of the Wesfarmers for expansion of the market to global reach. The development of the marketing operations. The market expansion would deploy the increase of the existing development models.
The report had been developed for evaluating the aspects of the social media issues and developing strategies for dealing with the issues. The various issues of social media from commercial point of view that affects the business organizations are data misuse, posting irrelevant data, account hacking, and vulnerable to competitors. The strategies should be developed for forming the treatment to the security vulnerabilities to the social media platform. The security functions that should be deployed for dealing with the vulnerability of security functions are development of security policy, limiting the access to the information posting and access to the data availability, and training and awareness.
The second part would be developed for forming the appropriate development model for the organization. The Social media strategy had been developed for evaluating the concept of the social media issues and solutions for the development strategies of social media strategies. The social media had been growing since its deployment (Wang et al., 2013). The various social media websites like Facebook, Twitter, LinkedIn, and Google+, and Reddit. These websites have been developed for forming the interaction medium for all the people around the globe.
The following report would evaluated the various social media issues that people have been facing in present time. The issues of social media can be technical, privacy consideration, or ethical. These issues would result in developing optional issues in the development of functions for the organization.
There are number of social media websites that had been used by a number of people and organizations for developing their operations and functions. According to Gritzalis (2014), the various issues of social media from commercial point of view that affects the business organizations are data misuse, posting irrelevant data, account hacking, and vulnerable to competitors.
Recommendations for Developing Security Functions and Implementation Model
Data misuse: The most common issue with the deployment of social media strategy is the misuse of data in the organization (Gritzalis, Stavrou, Kandias & Stergiopoulos, 2014). The data misuse would result in forming inappropriate financial and professional loss to the organization. The data misuse is being done as a result of the security vulnerability and data availability. It has been seen that the posted data on the website of the social media website had been misused for personal use of people. The various companies had seen the issue of their data being used without their consent or acknowledgment. The data misuse would result in developing uncanny issue of loss to the organization.
Irrelevant data post (Spamming): The social media account page of the organization had to face the issue of the compromised post in the organization. The data posted on the website had seen the improper information posting on the social media website (Gritzalis, Kandias, Stavrou & Mitrou, 2014). The data posted in the organization had to suffer the loss for the inappropriate data posting. The social media website is open for the customer’s feedback and it had been seen that many people had been posting irrelevant comments and information on the social websites.
Account Hack (phishing): The hacking of account is a major issue for the social media deployment strategy (Joe & Ramakrishnan, 2014). The attack on the database of the social media with the use of hacking methods would result in causing mayhem in the deployment of the effective loss to the organization. The cyber criminals and hackers had resulted in causing inappropriate privacy hindrance to the organization. The operations of the organization would deploy for the use of customer eccentric development of the social media strategies. However, the hacking would result in causing data extraction from external sources and it would harm the data integrity of the organization.
Vulnerable to competitors: The vulnerability to competitors had been resulted due to the availability of data on the social media websites (Wang et al., 2013). The competitors can use the data and information available on the websites of social media page to form their strategies against the organization. The vulnerability had caused the development of the financial and operational loss to the organization. The vulnerability of social media issue had deployed for forming privacy hindrance in the organization. The issue would deploy for forming the scarcity of system integration in the organization. The rival companies had been using data set for developing accurate model for the development of operations and it had resulted in causing the vulnerability issue to the organization.
Social Media Issues and Strategies for Organizations
The deployment of social media had been developed for forming the communication method in the organization. The strategies should be developed for forming the treatment to the security vulnerabilities to the social media platform. The security functions that should be deployed for dealing with the vulnerability of security functions are explained below,
Development of Security Policy: The development of security policy had been considered for development of the solution to the security issues in the social media (Ngai et al., 2015). The security policies had to be implied for developing appropriate functions of the organization. The security policies had been developed for following the development of the operations in the organization. The security policies had to be implied for forming the development of the policy in the development of the appropriate development models in the organization.
Limitation of the access: The social media website should be developed with limiting the access to the information posting and access to the data availability (Malthouse et al., 2013). The access limitation would ensure that the posted data is not being misused. The access limitation would form the appropriate issue resolution to the data misuse and spamming issue. The limitation of access is being helpful for supporting the development of correct information processing within the organization.
Training and Awareness: The training and awareness is a major set of the information processing that had been deployed for developing the awareness among the users against the security vulnerability (Jussila, Karkkainen & Aramo-Immonen, 2014). The training of users would help them to develop practices that would help them for developing appropriate development models for the organization. The major security issues can be overcome by the use of training to the users of social media account.
The report had covered the social media development from the aspect of security vulnerabilities and flaws. The security issues in the organization had resulted in forming hindrance in the flow of operations of the organization. The various issues of social media from commercial point of view that affects the business organizations are data misuse, posting irrelevant data, account hacking, and vulnerable to competitors. Some strategies had been recommended for forming the treatment to the security vulnerabilities to the social media platform. The security functions that are suggested for dealing with the vulnerability of security functions are development of security policy, limiting the access to the information posting and access to the data availability, and using training and awareness.
Gritzalis, D., (2014). Holistic Information Security: Human Factor and Behavior Prediction using Social Media.
Gritzalis, D., Kandias, M., Stavrou, V. & Mitrou, L., (2014). History of Information: The case of Privacy and Security in Social Media. In Proc. of the History of Information Conference (pp. 283-310).
Gritzalis, D., Stavrou, V., Kandias, M. & Stergiopoulos, G., (2014), March. Insider threat: enhancing BPM through social media. In New Technologies, Mobility and Security (NTMS), 2014 6th International Conference on (pp. 1-6). IEEE.
Joe, M.M. & Ramakrishnan, D.B., (2014). A survey of various security issues in online social networks. International Journal of Computer Networks and Applications, 1(1), pp.11-14.
Jussila, J.J., Kärkkäinen, H. & Aramo-Immonen, H., (2014). Social media utilization in business-to-business relationships of technology industry firms. Computers in Human Behavior, 30, pp.606-613.
Malthouse, E.C., Haenlein, M., Skiera, B., Wege, E. & Zhang, M., (2013). Managing customer relationships in the social media era: introducing the social CRM house. Journal of Interactive Marketing, 27(4), pp.270-280.
Ngai, E.W., Moon, K.L.K., Lam, S.S., Chin, E.S. & Tao, S.S., (2015). Social media models, technologies, and applications: an academic review and case study. Industrial Management & Data Systems, 115(5), pp.769-802.
Wang, Y., Leon, P.G., Scott, K., Chen, X., Acquisti, A. and Cranor, L.F., 2013, May. Privacy nudges for social media: an exploratory Facebook study. In Proceedings of the 22nd International Conference on World Wide Web (pp. 763-770). ACM.
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