In this section, you can select one of the listed case studies to work on (see sections 1.1, 1.2, 1.3). When working on your case study, please consider the task described in the respective case study itself. Please take note that personal data should in general always be anonymized so that it is not possible to draw conclusions about a specific or identifiable person. This also applies to company-related data. Note on copyright and plagiarism: Please take note that IU Internationale Hochschule GmbH holds the copyright to the examination tasks. We expressly object to the publication of tasks on third-party platforms. In the event of a violation, IU Internationale Hochschule is entitled to injunctive relief. We would like to point out that every submitted written assignment is checked using a plagiarism software. We therefore suggest not to share solutions under any circumstances, as this may give rise to the suspicion of plagiarism. 1.1 Task 1: Optimizing the CRM-Process of a Mid-Sized German IT-Company Background: Customer Relationship Management (CRM) systems are crucial in today's business landscape. Their main goal is to enhance, strengthen, and manage a company's relationships with its customers. These systems allow businesses to systematically capture, analyze, and leverage all interactions and communications with current and potential customers to optimize sales, customer service, and marketing. By centralizing customer information, CRM systems help businesses to act more customer-centric, create personalized experiences, and ultimately increase revenue. Task: You are the CTO of TechSoluto AG, a mid-sized IT service company with 1,500 customers worldwide. Your task is to analyze the current CRM strategy of the company and identify areas for improvement. You will: •Investigate at least five real-existing CRM systems of your choice, such as Salesforce, SAP CRM, Microsoft Dynamics 365, Oracle CRM, and Zoho CRM. Compare their functionalities, integration, costs, and customer support. •Work out the advantages and disadvantages of each system based on criteria like user-friendliness, scalability, adaptability, data analysis capabilities, and costs. •Conduct a utility analysis for the selected CRM systems to determine the most suitable system for TechSoluto AG. •Your concrete work result will be a recommendation report to the CEO for a new CRM system, containing the analysis results, a comparative evaluation of the CRM systems, and a final system recommendation. The ate Win report should also outline an implementation plan including timeframe, estimated costs, required Settings to resources, and a plan for data migration.

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