How
are enterprise applications taking advantage of new technologies?
Enterprise applications are now more
flexible, Web-enabled, and capable of integration with other systems, using Web
services and service – oriented architecture (SOA). They also have open source
and on-demand versions and are able to run in cloud infrastructures or on
mobile platforms. CRM software has added social networking capabilities to
enhance internal collaboration, deepen interactions with customers, and utilize
data from social networking sites.
How
are enterprise applications taking advantage of SOA, Web services , open source
software , and wireless technology?
In brief, a
service oriented architecture is paradigm which include service as a layer
whereas service which is nothing but individual functionality that is shared
across the applications. The primary goal of Service Oriented Architecture is
to align business users with information technologies (IT). Service – oriented
architecture (SOA) enables increased business agility, improved business workflows,
extensible architecture enhanced reuse, and a longer life span of applications.
An underlying premise in the application of SOA to information technology is
the principle of loose coupling. At Loose coupling in SOA is how the services
are implemented without impacting other services or application. The only
interaction between the application and services is through the publish
interfaces. Location transparency means that the consumer of the service
doesn’t care where the implementation of the services resides. It could be same
server or other server across the internet. Consumer calls are agnostic to
service location.
Business-to-business and enterprise
application integration (EAI) are both about the development of new or modified
processes for the purposes of bettering the organization. These enhancements
might lead to faster production, lower cost of development, or increased
communication with customers and partners. These new processes require that
information be provided on demand and be up-to-date with the latest changes.
Web services enable us to take advantage of these systems as components of a
much larger process without having to first rewrite them.
Most
enterprises today use open-source software for everything from desktop
applications to mission-critical infrastructure , but many organizations have
inconsistent support coverage for the open source they use , or IT departments
lack technical support coverage altogether. Just as companies want technical
support for commercial software, they need to evaluate their needs and options
for rely on internal expertise for support, while others require commercial
support coverage for some or all of the open source software they use.
Wireless networks support today’s most
demanding business applications, including multimedia and collaboration
applications. It offers high performance, advanced technology and extensive
intelligence. Wireless networks help businesses move beyond
bring-your-own-device access to establish a true enterprise mobility strategy.
They provide the key wireless access component for solutions such as Mobile
Workspace, Connected Mobile Experience and Unified Access. Wireless network
technologies empower employees, customers and communities on the move.
Define
social CRM and explain how customer relationship management systems are using
social networking.
Social customer relationship
management (CRM) is a phase used to describe the addition of a social element
in traditional CRM processes. Social CRM builds upon CRM by leveraging a social
element that enables a business to connect customer conversations and
relationship from social networking sites into the CRM process. Social CRM may
also be called CRM 2.0 or abbreviated as SCRM (Social Customer Relationship Management).
Social brings a new element into CRM because now instead of just dealing with
data and information we are dealing with conversations and relationships. These
conversations and relationships take place not just from company to consumer
but also from consumer to consumer. Twitter is one of example. Customer relationship
management entails all aspects of interaction that a company has with a customer,
whether it is sales or service-related. While the phrase customer relationship management
is most commonly used to describe a business-customer relationship, CRM systems
are also used to manage business contacts, clients, contract wins and sales
leads. CRM solutions provide you with the customer business data to help you
provide services or products that your customers want, provide better customer
service , cross-sell and up-sell more effectively, close deals, retain current
customers and better understand who your customer are .
