Based on this week’s material on the changing IT industry and your own research, answer:
How have the CRM needs of IT software companies changed over time?
What are the major disruptors in IT today?
How do you think they will change in the future?
This collaborative activity should provide you the foundation you’ll need to address the case questions in your analysis this week.
Then, begin your analysis starting with the following:
Why did IBM drop Siebel and implement SugarCRM?
Why do you think IBM waited several years before switching to SugarCRM?
What is your analysis of the changing CRM needs of IT companies and their future?
How are the CRM needs of other industries changing?
How do CRM needs of a large corporation like IBM differ from that of small companies?
How does this relate to our discussion of disruptors and digital transformation?