Reflection Summary
Team A
Professor Johnson Aja
November 14, 2013

The purpose of this essay is for Team A to review the learning objectives from Chapter 9 Customer Relationship Management (CRM).   First this team will define CRM and discuss the objectives of CRM.   Secondly, this team will describe operational CRM and its major components as well as describe analytical CRM.   In conclusion, the last discussion will be on mobile CRM, on demand CRM, and open-source CRM.  
According to Chapter 9.1 (2009), Customer Relationship Management (CRM) is an organizational strategy that is customer-focused and customer-driven.   Some benefits of CRM are that CRM enables an organization to provide better customer service, help sales staff close deals faster, and helps to discover new customers.   CRM has two objectives which are lifetime value, and customer ownership.
Operational CRM supports the front office.   Simply put, it tracks the transactions from day to day operations that deal directly with the customer. The two major components are customer-facing applications, and customer-touching application.
Whereas operational CRM supports the front-office, analytical CRM supports the back-office operations and strategic analysis.   Analytical CRM does not deal directly with the customer.
Through analytical CRM an organization is able to give a customer more of what they want, generate a truth worthy mailing list, and provide a means to follow up with customer needs.
Mobile CRM, on demand CRM, and open-source CRM are this team’s last topics of discussion.   CRM mobile enables an organization to interact directly through the customer potable device. On demand CRM is hosted by an external vendor in their data center which makes the system more cost effective.   With open-source CRM the software is available at no cost to developers or users.   The benefit of this CRM is that the price is favorable and it comes with a variety of applications....