Using a CRM platform of your choice from the previous activity, in addition to two additional CRM platforms, complete the following assignment:

You are the Chief Technology Officer at Atlanta-Hartsfield International Airport. As a large hub and busy airport, your goal is to increase spending within the airport to create a shopping mall-like experience. To do this you need the following:

• A CRM platform to manage the customer experience.
• A mobile app collects data on consumer behavior and generates push notifications based on geolocation within the airport (e.g., terminal location).
• A loyalty program, managed through the app, where rewards points are earned when purchases are made at the airport.
• The ability to spend rewards points as cash within the airport or on selected products from within the app.

Review three (3) CRM platforms that could possibly meet the above needs. Based on this review, write a 4-5 page paper (not including title or reference pages) detailing how this system would work if applied. Consider the following questions:

1. Which platform would you choose and why? Why did you NOT choose other platforms?
2. How would this loyalty program generate additional business for the airport?
3. What would you do with geolocation information, sales information, and what real-time analytics could be used to push notifications to airport users to influence their future behavior?
4. What other CRM systems would you need to bridge into this system (e.g., other airlines, fast food chains, etc.)?

Here what I have for now

CRM Solution Provider: Salesforce

Key Features:

• Cloud-based CRM platform.
• Offers a wide range of integrations and business process automation capabilities.
• Provides mobile capabilities for accessing CRM data on the go.
• Offers portal integrations and push services like email and text messaging.
• Provides real-time analytics and decision-making based on customer profiles.
• Requires a significant investment.

Open-Source CRM Solution Provider: SuiteCRM

Key Features:

• Open-source CRM platform.
• Can be locally hosted or cloud based.
• Provides core CRM functionalities such as contact and lead management, opportunity tracking, and reporting.
• It offers customization options and can extend functionalities through modules and plugins.
• Supports mobile access through responsive design or mobile apps.
• Integrates with popular business applications and third-party tools.
• Cost-effective solution with no licensing fees but may require technical expertise for setup and maintenance.

Comparison Chart:

Feature Deployment Integration Capabilities Mobile Capabilities Customization and Extensibility Cost Technical Expertise Required Analytics and Reporting

Salesforce Cloud-based Extensive range of integrations and automation options Available for accessing CRM data on mobile devices. Limited customization options Requires a significant investment. Minimal technical expertise required. Provides real-time analytics and decision-making based on customer profiles.

SuiteCRM Locally hosted or cloud-based Integrates with popular business applications and third-party tools. Supports mobile access through responsive design or mobile apps. Highly customizable through modules and plugins No licensing fees, cost-effective solution Requires technical expertise for setup and maintenance. Basic reporting and analytics capabilities.

Conclusion:

In conclusion, Salesforce and SuiteCRM are two CRM solution providers with distinct features and offerings. Salesforce is a cloud-based CRM platform that offers a wide range of integrations and business process automation capabilities. It provides mobile capabilities, portal integrations, push services, and real-time analytics based on customer profiles. However, it requires a significant investment and has limited customization options.

On the other hand, SuiteCRM is an open-source CRM platform that can be locally hosted or cloud-based. It provides core CRM functionalities, customization options, and extensibility through modules and plugins. It supports mobile access and integrates with popular business applications and third-party tools. SuiteCRM is a cost-effective solution with no licensing fees, but it may require technical expertise for setup and maintenance.

The choice between Salesforce and SuiteCRM depends on specific business requirements, budget constraints, and technical capabilities. Salesforce suits organizations looking for a robust, feature-rich CRM solution with a higher budget. At the same time, SuiteCRM offers a customizable and cost-effective option for those willing to invest in technical expertise for setup and maintenance. It is essential to thoroughly evaluate the features, integrations, scalability, and support each CRM solution provider provides before deciding.

Refences:

Best CRM software 2023. Capterra. (n.d.). https://www.capterra.com/customer-relationship-management-software/

Goldberg, A. (2023, April 27). List of successful CRM companies in the USA for 2023. Financesonline.com. https://financesonline.com/list-of-successful-crm-companies-in-the-usa/

Sevilla, G., & McAllister, N. (2023, June 8). The best CRM software for 2023. PCMAG. https://www.pcmag.com/picks/the-best-crm-software