Club_It_System_Analysis_#2

Club IT Information System Analysis #2 John Kemp BIS/219 May 31th, 2010 Terry Wyatt Club IT Information System Analysis #2 My analysis of Club IT’s information technology capabilities, has uncovered several areas that should be addressed concerning Club IT’s information management capabilities (ICM). Improvements in (ICM) should help improve the business’ enterprise resource planning (ERP) by streamlining and integrating several of Club IT’s business processes. The majority of Club IT’s targeted customers are net generation who frequently use mobile technologies like Blackberry’s, smart phones and other mobile communication devices. Club IT’s inability to interact with current and potential customers can be improved by implementing several of the ICM, and ERP improvements that I will present. The first area that I want to address is Club IT’s lack of e-commerce. The majority of Club IT’s customers frequently use online shopping and e-commerce. By integrating e-commerce software programs like BigCommerce or GoEmerchant, Club IT’s merchandise sales, advance concert ticket sales, and online web concert sales, greater accessibility for customers and additional income streams can be created. Using web streaming services like Webconcertslive.com or Ustream, customers will have the option to view live concerts from their laptops, PC’s, or smart phones. The option of pay-per view web service opens up additional e-commerce income with minimal investment. According to E-Commerce 2010 software top ten reviews, Big Commerce is rated the number one ecommerce software program for features like web hosting, shopping cart, credit card processing, payment gateway integration, Google Website Optimizer, and social media integration with an inclusion of a Facebook app that can put your storefront right on your site’s Facebook fan page (eCommerce Software Review top ten review, 2010). The next area I want to address is the supply chain management (SCM). The point of sale software should be able to integrate directly with the inventory management and ordering. Automated vendor ordering can be and reviewed, adjusted, and verified by a manager before initiating food and beverage orders. By capturing all point of sales data are directly link to inventory monitoring and automated system that allows business to business (B2B), direct sales through vendors web ordering service like Sysco’s customer web service (Sysco.com Customer ordering, 2010). This system would provide better inventory management and montioring of supplies for peak product sales and event planning. The final area to be addressed is Club IT’s customer relation management (CRM). Club IT’s lack of customer interaction has stagnant its growth. One way to counter this trend is to capture all potential customer data and by offering membership opportunites to Club IT, different levels of memberships would offer the customer different perks like discount on advanced concert tickets, drink discounts and food specials, by capturing all customer data from a wide variety of resources including point-of-sales data, customer satisfaction forms, e-commerce tracking data, and social media services, a clearer understanding of customers needs, preferences, and attitudes will be provided, which will improve the target marketing process and drives revenues. Customers want to feel like they are receiving special treatment, “Being part of a club is being part of a lifestyle,” by creating a member profile, a customer’s drink, appetizer, or even seating preference can be tracked and treated by wait and bar staff, according to the preferences compiled in his member profile. According to USA TODAY, “Social-media services, such as Facebook, Twitter, YouTube and countless other websites, have had a profound effect on how millions of Americans — especially those under 35 — interact with others (or don't), shop and view brands. It's a real-time digital lifestyle, powered by smartphones and netbooks, that often colors what products they purchase, how they view brands and where they spend most of their waking hours”. “Marketers have noticed. Social-networking services increasingly are indispensable business tools, says Forrester Research. According to its survey of 1,217 business decision makers worldwide late last year, 95% use social networks to some extent And 53% of more than 300 marketers planned to increase social-media marketing spending this year, according to a Forrester presentation in April” (More marketers use social networking to reach customers, 2009). By incorporating social networking like Facebook and Twitter, Club IT will increase customer interaction and increase marketing. Using short message service (SMS), texting, and social networking sites customers can be alerted to advance concert ticket sells and specil events and schedule changes. Behind the scenes webcast of Club IT staff may be offered to allow customers the ability to feel like they have a closer connection with staff and some of the behind the scenes gossip, creating a real life reality show feel. These suggested upgrades to Club IT’s information technology management and ERP should assist in increased marketing, better SCM, and improved CRM. References eCommerce Software Review top ten review. (2010). Retrieved May 28, 2010, from eCommerce Software Review : http://ecommerce-software-review.toptenreviews.com/ More marketers use social networking to reach customers. (2009, 08 28). Retrieved June 02, 2010, from USA Today: http://www.usatoday.com/tech/news/2009-08-27-social-networks-marketers_N.htm R. Kelly Rainer, E. T. (2008). Information Systems: Concepts and Management. In E. T. R. Kelly Rainer, Introduction to Information Systems, Second Edition. John Wiley & Sons. Student Companion Site. (n.d.). Retrieved 05 13, 2010, from Club IT: http://bcs.wiley.com/he-bcs/Books'action=mininav&bcsId=4176&itemId=0470169001&assetId=133637&resourceId=12379&newwindow=true Sysco.com Customer ordering. (2010). Retrieved June 02, 2010, from Sysco .com: (http://www.sysco.com/customer/order_entry.asp)