Database Reference
In-Depth Information
◾
Navigating between different screens
◾
Providing context-sensitive help
◾
Flashing of error messages
With the advent of the Internet, the importance of a separable GUI has become even more
pronounced.
3.4.3.2 Open System Interfaces and APIs
The information technology (IT) developments in the past decade have amply demonstrated the
importance of open systems, that is, the need for nonproprietary systems, protocols, and inter-
faces. CRM systems are conceptually easy to understand but very difficult to deliver. Developing
such monolithic products at one instance is simply inconceivable. Therefore, CRM architecture
and interfaces must permit the evolutionary development of the various components of the CRM
system without disrupting its integrated functionality.
The CRM systems should permit easy interfacing with legacy systems and other specialized
systems like SCM, CRM, product development management (PDM), automatic data recording
(ADR), data capturing like bar codes, EDI, and computerized telephony. It is impossible for any
vendor to develop a suite of products to address all these functionalities provided by all these sys-
tems with the same panache as its core product.
3.4.3.3 Web-Based Functionality
With the growing importance of the Web as a primary medium of interaction and executing
transactions, CRMs have to be flexible by design to enable not only business-to-business com-
merce but also personalized interactions with end customers. The architecture of CRM should
permit easy conversions to Web-enabled functionality. In this regard, a CRM-like SAP CRM
with a user-interface layer, which is separate from the underlying business logic, just as the cor-
responding database layer, is ready for its functionality to be seen on an Internet browser.
3.4.4 CRM Implementation and Use
In CRMs, which are end-user-oriented systems, there is a major emphasis on the ease of imple-
mentation and use. This refers especially to the ease of operations and management of the end
users:
1.
Ease of installation
: Although the installation of packages like CRMs is not envisaged to be
simple, a systematic and menu-driven facility for installation of the various components of
the system is in vogue. But more importantly, the installation application component should
make the installation process independent of (say) the operating system.
2.
Ease of configuration:
: After the installation, facilities for configuring the system for the
existing or envisaged IT infrastructure of the company are very important. The system
should have an easily understandable path and method for gathering the company-specific
details of the IT infrastructure. Using present empirical models or theoretical models and
the information furnished at the various stages, the system should be able to suggest vari-
ous default values that would define the configuration of the installation for a particular
company.
