Capstone: Customer Relationship Management (CRM) Systems

In answer to the challenges Nelnet faces in servicing a growing volume of student loans, the company chose to deploy a knowledge management system called OpenText Process Suite. Go online and investigate the features and capabilities of this suite of software products. What functions does OpenText provide that can augment and assist customer relationship management (CRM) systems? Find and briefly summarize a customer success story of an organization that integrated OpenText with its CRM system.

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Business requirements are evolving faster than ever. The instantaneous nature of today’s business environment means that organizations cannot afford any lag time during the implementation of new processes or when updating the old ones (Roe, 2012). To keep up with the stiff competition, businesses are transforming into digital enterprises. Notably, this necessitates a dramatic shift in the perception of the enterprise both for its physical and digital assets. The primary initiative is to put information at the heart of the transformation strategy. Considerably, the OpenText Process Suite drives this perspective by virtualizing logical and physical assets into digital representations called digital objects (Roe, 2012). The objects can be modeled and assigned tasks, and can also be used to produce information, exchange information and complete work with each other. Considerably the OpenText out-of-the-box process suite such as the Cloud Service Brokerage enable digital transformation for both employee and customer engagement with a digitalized provision of the cloud services. The OpenText Process Suite empowers enterprises to improve their performance in collaboration, engagement, information sharing and integration, functions that can augment and assist the customer relationship management systems (Roe, 2012). Engagement is facilitated by the responsive and unifying interfaces to meet the needs of the customers on any device…………

APA 810 words