Formal Learning

Week 2 Discussion

Discussion 1 – Cloud Value Chain Analysis

Based on your reading of Chapters 2 & 3 of the text including the “Unit One Opening Case” entitled Apple – Merging Technology, Business, and Entertainment, using Porter’s Five Forces Model explain how Apple can deploy Cloud-based CRM to gain business intelligence in the context of their buyer-supplier value chain. Be sure to incorporate your personal experience and any learning regarding the Customer Experience Management lifecycle.

Customer relationship management can be used to increase a company’s visibility of a customer’s habits and capitalize on that knowledge by creating customer loyalty and generate more spending. Apple can use a cloud-based CRM system to gain BI using Porter’s Five Force Model. For example

Buying power- Apple has made it hard for customers to switch which from an Apple product to a non-Apple product. All of Apples products rely on buying items on the App Store/itunes “the cloud” then putting them on your device. Once they are bought on the cloud it is difficult to get them on a non-Apple device. Many customers find it is easier to just upgrade an apple device rather than starting from the beginning and getting a new brand.

Another example is Threat of new Entrants. Apple is customer focused and has been able to stay dynamic to customer needs and be proactive on making changes to keep customers satisfied. This makes it hard for new companies to enter the same market as Apple. By the time a new company launches its product Apple is already six months to a year ahead.

The creation of the cloud, itunes and App Store allowed Apple to take CRM to the new level. These items not only give uses a one place to shop but they provide Apple the valuable information on customers by tracking everything they do. By doing this Apple is able to let the customer know when a new app comes out similar to ones they already downloaded or even when new music is released similar to what was previously downloaded. The personal example I had is when ordering an Ipad for a gift online. I was able to see if the item was in stock and when the item could ship. By having access into this information I was able to feel more comfortable with my purchase.

Discussion 2 – Social-Mobile Collaboration 4C’s

Based on your reading of Chapters 4 & 5 of the text including the “Unit One Opening Case” entitled Apple – Merging Technology, Business, and Entertainment, using the balanced scorecard framework describe how Apple can employ Social-Mobile technologies to enable collaboration best practices in terms of the complete C4 Spectrum (i.e., Communication, Coordination, Cooperation, & Collaboration) to drive iPhone product development via partner-developed apps.

Apple can use a balance scorecard to employ Social- Mobile technology to clarify their vision and strategies and take action on them to drive iPhone product development via partner-developed apps. In order to drive iPhone product development Apple has been able to become efficient in Communication, Coordination, Cooperation, and Collaboration which will allow Apple to get the most out of their partner-delayed apps.  The information that Apple is gathering from the App users is priceless so it is important that apple work closely with them. Apple can use the information to change and improve their processes. It is obvious to see the effectiveness Apple has had in this process by the money the iPhone generates and the customer satisfaction.

 

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