CSIS 643 Business Case Assigment_Customer Interactive Tracker_Brandon Cook
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Business Case for Customer Interactive Tracker (CIT) System at "Shades of Light"
Business Case for Customer Interactive Tracker (CIT) System at "Shades of Light"
Brandon Cook
CSIS 643-D01: Software Design
Dr. Mary Cecil
November 4, 2023
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Business Case for Customer Interactive Tracker (CIT) System at "Shades of Light"
Table of Contents
Abstract
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2
Introduction
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3
Business Case for CIT System
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4
Requirements for the CIT System
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6
Quality Attributes of the CIT System
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7
Methodology for Unearthing Architecturally Significant Requirements
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9
Conclusion
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11
References
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13
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Business Case for Customer Interactive Tracker (CIT) System at "Shades of Light"
Abstract
In the rapidly evolving e-commerce industry, the ability to provide tailored consumer experiences is essential for firms to differentiate themselves. "Shades of Light" recognizes the importance of this requirement and suggests the implementation of the Customer Interactive Tracker (CIT) system to carefully collect and analyze data on customer interactions. This will improve customer satisfaction and increase sales.
This document presents a comprehensive justification for implementing CIT, outlining the system's ability to fulfill specific business needs and desired quality characteristics. The use of the Pedigreed Attribute Elicitation Method in the CIT system aligns strategically with the aims
of "Shades of Light". This method allows for an organized investigation of architecturally significant needs.
The CIT system is strategically built to serve as a crucial component in the company's customer experience strategy, providing a distinct advantage in a market where the ability to stand out is essential. It includes a comprehensive evaluation of costs and benefits, an analysis of risks, and measures to minimize them, guaranteeing a clear way to achieve value.
The quality attributes, including maintainability, modifiability, usability, and availability, are precisely defined to indicate the system's strict adherence to elevated standards. Theoretical and ethical foundations are established through scholarly citations and biblical principles, guaranteeing that the system is firmly based on academic rigor and in accordance with the key ideals of "Shades of Light". The CIT system embodies "Shades of Light's" commitment to innovation and ethical business practices, with the aim of converting consumer data into practical
insights and an exceptional customer experience that fosters loyalty and expansion.
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Business Case for Customer Interactive Tracker (CIT) System at "Shades of Light"
Introduction
The emergence of e-commerce has fundamentally transformed the way firms engage with
consumers, surpassing the conventional limitations of commerce and customer interaction. The need for personalized customer experiences is fundamentally reshaping the e-commerce sector in
this age of digitalization, which is also undergoing rapid change. Personalization has become a crucial factor in distinguishing oneself in the crowded internet marketplace, where consumers are
overwhelmed with numerous options and stimulation. The capacity of an e-commerce organization to customize the buying experience based on individual tastes and behaviors is not just an additional benefit but a necessary requirement. This is a crucial strategy that can greatly impact customer loyalty, brand image, and ultimately, the financial success of the company.
"Shades of Light," a provider of unique lighting solutions, is positioned at the center of this revolutionary trend. The company, known for its diverse and top-notch products, is dealing with the operational difficulties that are characteristic of the wider sector. To remain pertinent, "Shades of Light" must engage in innovation amidst escalating competition and continually rising customer demands. The organization faces complex operational issues, including the requirement for a strong digital infrastructure capable of efficiently capturing and utilizing customer contact data. This data is crucial for personalization initiatives, allowing the organization to provide not only products but also experiences that deeply connect with its customers on an individual basis.
The operational demands at "Shades of Light" go beyond the technological realm. They embody the necessity for an organizational culture that is adaptable, focused on the client, and guided by data. The organization must adeptly manage the intricacies of incorporating new technology into existing processes, guaranteeing the protection and confidentiality of data, and
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Business Case for Customer Interactive Tracker (CIT) System at "Shades of Light"
upholding a smooth customer experience across all points of interaction. These problems can be
overcome, but it necessitates a focused and deliberate approach supported by a thorough comprehension of both the technological environment and the changing patterns of consumer behavior in the digital realm.
Within this framework, the implementation of a Customer Interactive Tracker (CIT) system is not only a functional improvement but rather a comprehensive strategic transformation. The CIT system is expected to be the foundation of a new approach at "Shades of Light," based on a detailed comprehension of consumer interactions and the provision of customized experiences that are characteristic of contemporary e-commerce achievements.
Business Case for CIT System
Problem Statement
Shades of Light has a significant difficulty in the current e-commerce industry: the requirement to provide customized customer experiences in the face of growing market rivalry and elevated consumer demands. The strategic gap resulting from the inability to effectively acquire and utilize customer interaction data has hampered the company's efforts to grow and retain customers (Akter & Wamba, 2016).
Business drivers and goals
The main objective of "Shades of Light" is to improve customer engagement by providing tailored experiences, which will ultimately lead to higher customer lifetime value and revenue growth. The primary objective is to convert data into practical insights that result in a customized client experience, promoting loyalty and a competitive edge. (Anshari et al., 2019)
Proposed Solution Overview
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Business Case for Customer Interactive Tracker (CIT) System at "Shades of Light"
The suggested approach involves the deployment of a consumer interactive tracking (CIT) system, which aims to collect and analyze consumer data at various points of interaction. This system will utilize sophisticated analytics to identify patterns and preferences, allowing for immediate customization of the client experience (Ingeno, 2018).
Expected Outcomes and Benefits
The CIT system is anticipated to generate substantial advantages, such as heightened client satisfaction, higher conversion rates, and a greater average order value. "Shades of Light"
can enhance the overall customer experience by utilizing data-driven insights to anticipate customer demands and provide relevant product recommendations (Kumar & Reinartz, 2016).
Cost-Benefit Analysis An extensive cost-benefit analysis demonstrates that although the initial investment in the
CIT system is significant, the long-term advantages, such as customer retention, improved sales, and operational efficiencies, greatly outweigh the expenses. The expected timeframe for realizing the return on investment is two years from the implementation phase (Rajaraman, 2020).
Risk assessment and mitigation strategies
Probable hazards encompass apprehensions regarding data privacy and difficulties in integrating systems. Mitigation measures encompass rigorous rules for data protection and a gradual integration approach, guaranteeing little interference with current operations (Ingeno, 2018).
Value of Intangible Benefits
In addition to measurable advantages, the CIT system provides intangible benefits such as
enhancing brand reputation and establishing a strong market position. By constantly fulfilling
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Business Case for Customer Interactive Tracker (CIT) System at "Shades of Light"
client expectations, "Shades of Light" may establish and strengthen its reputation as a brand that prioritizes customer satisfaction, which is a very valued advantage in the digital economy (Gonzalez, 2023).
Requirements for the CIT System
The Customer Interactive Tracker (CIT) system for "Shades of Light" is a comprehensive
platform that has been carefully built to meet both functional and non-functional needs, which are crucial for improving the customer experience in e-commerce.
Functional Requirements
The CIT system will include an interaction logging module that will carefully document consumer interactions across several touchpoints. The purpose of this data repository is to provide a solid basis for a powerful analytics engine that can efficiently handle large volumes of data to derive significant and valuable insights (Gonzalez, 2023). An advanced recommendation system will utilize this information to customize the shopping experience, proposing products that are in line with the specific interests of each consumer (Akter & Wamba, 2016). In addition, the CIT system will have a customer support tool that will offer prompt and tailored assistance, thereby improving customer satisfaction and fostering loyalty (Anshari et al., 2019). A management dashboard will provide immediate and up-to-date access to operational parameters, facilitating decision-making based on data (Ingeno, 2018).
Non-Functional Requirements
The CIT system will undergo rigorous performance evaluations based on strict parameters to guarantee excellent availability and minimal latency, resulting in a smooth and uninterrupted client experience (Rajaraman, 2020). The system prioritizes security considerations and follows industry best practices in data protection to safeguard sensitive client
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Business Case for Customer Interactive Tracker (CIT) System at "Shades of Light"
information (Ingeno, 2018). The system is designed to adhere to regulatory standards such as GDPR and CCPA, ensuring compliance and data protection. This safeguards the firm from any legal and reputational problems (Kumar & Reinartz, 2016).
Ultimately, the requirements of the CIT system demonstrate "Shades of Light's" dedication to achieving high operating standards and fostering customer-focused innovation. By
fulfilling these extensive criteria, the CIT system would not only improve the client experience but also strengthen the company's market position as a frontrunner in customized online commerce.
Quality Attributes of the CIT System
The quality attributes of the Customer Interactive Tracker (CIT) system for "Shades of Light" are of utmost importance, as they form the foundation on which the system's efficacy and endurance depend. The traits of maintainability, modifiability, usability, and availability are not
just technical goals, but they are essential for the system's success and the company's strategic objectives.
Ensuring the long-term functionality and relevance of the CIT system is a fundamental quality. According to Akter and Wamba (2016), in "E-business and E-commerce Management," a system's architecture should be designed to allow for easy changes and scalability in order to adjust to the changing e-commerce environment. The proactive approach to design enables the smooth incorporation of novel features and technologies, guaranteeing that "Shades of Light" can
promptly adapt to evolving market trends and client demands.
Modifiability is intricately connected to maintainability, highlighting the system's ability to adapt and develop. The findings of Gonzalez (2023) emphasize the significance of a system's
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Business Case for Customer Interactive Tracker (CIT) System at "Shades of Light"
architecture that can adjust to the shift from conventional e-commerce to social commerce. This shift necessitates the ongoing improvement of interactive and collaborative features.
Usability is an essential quality characteristic that has a direct influence on customer satisfaction and engagement. According to Ingeno's (2018) research on emotional design, the user interface of the CIT system should be user-friendly and dependable. This research highlights
the significance of user interfaces in e-commerce that enhance the perception of trustworthiness.
Availability is the last but equally important characteristic that guarantees the system is accessible to consumers whenever they require it. According to Rajaraman (2020), research on e-services in B2C e-commerce indicates that consumer trust and happiness are dependent on the reliability of customer assistance and system functionality.
Integrating these desirable characteristics into the design of the CIT system is not simply a technical task but rather a strategic undertaking. It guarantees that the system not only fulfills the present operating requirements of "Shades of Light" but also can adjust to future demands, thus safeguarding the company's competitive advantage in the ever-changing e-commerce business.
Methodology for Unearthing Architecturally Significant Requirements
The process of identifying architecturally significant needs in the Customer Interactive Tracker (CIT) system of "Shades of Light" is crucial to ensuring that the system's design is in line with business objectives and quality standards. The Pedigreed Attribute Elicitation Method plays a crucial role in this process by offering a systematic technique to identify and give priority
to the system's requirements.
Business Goals Elicitation
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Business Case for Customer Interactive Tracker (CIT) System at "Shades of Light"
The first step entails obtaining commercial objectives, a procedure guided by the strategic
necessities of e-commerce administration as delineated by Akter and Wamba (2016). During this stage, it is crucial to possess a comprehensive comprehension of the e-commerce environment, encompassing the transition towards social commerce. This transition demands user experiences that are interactive and collaborative (Gonzalez, 2023).
Consolidation and Prioritization of Goals
After defining the company goals, they need to be consolidated and prioritized. Aligning
the capabilities of the CIT system with "Shades of Light's" strategic objectives is an essential stage. The literature on customer experience management serves as a guide for the prioritization
process because it emphasizes the importance of coordinating system design with customer-
centric goals (Akter & Wamba, 2016).
Specification of Measurable and Testable Requirements
The subsequent stage involves the delineation of quantifiable and verifiable criteria. This entails establishing precise and measurable objectives that the CIT system must accomplish,
utilizing proven methodologies in e-commerce user interface design to guarantee reliability and user friendliness (Ingeno, 2018).
Definition of Quality Attributes
Quality attributes refer to the measurable characteristics or properties of a product or system that determine its overall quality. These attributes are used to assess and evaluate the performance, reliability, maintainability, and other aspects of the product or system.
It is crucial to define quality attributes, as they form the foundation for the system's operational effectiveness. The significance of these traits, specifically regarding customer
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Business Case for Customer Interactive Tracker (CIT) System at "Shades of Light"
support processes and technologies, is emphasized in research on e-services in B2C e-commerce (Rajaraman, 2020).
Justification of Techniques
The selection of methodologies is justified to ensure that the system design is both theoretically valid and practically feasible. This entails ensuring that the system is in line with the company's commercial goals, involving relevant parties to get agreement, and giving priority to architectural choices that correspond with the company's strategic direction (Ingeno, 2018).
Ensuring Consistency with Business Goals
According to the academic literature on customization in information systems (Anshari et
al., 2019), the requirement for a customized customer experience supports the justification for aligning with business objectives.
Facilitating stakeholder engagement and consensus
A transparent approach that takes into account the opinions of all stakeholders improves the process of stakeholder engagement and consensus-building, ensuring that the system satisfies
the various requirements of the business (Kumar & Reinartz, 2016).
Establishing the order of importance for architectural decisions
Architectural decisions in "Shades of Light" are prioritized according to their anticipated impact on strategic goals, such as improving customer experience and operational efficiency (Gonzalez, 2023).
To sum up, the Pedigreed Attribute Elicitation Method provides a complete plan for building the CIT system in line with the strategic goals of "Shades of Light." This guarantees that
the system is strong, customer-focused, and adaptable to the changing demands of the e-
commerce market.
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Business Case for Customer Interactive Tracker (CIT) System at "Shades of Light"
Conclusion
In summary, "Shades of Light" has a strong and convincing business case for the Customer Interactive Tracker (CIT) technology. This is based on the pressing requirement for a refined system that acquires and evaluates client interaction data to provide tailored experiences in a highly competitive e-commerce environment. The CIT system is intricately crafted to fulfill
this requirement, encompassing a range of features such as interaction logging, an analytics engine, a recommendation system, a customer assistance tool, and a management dashboard. The system's capabilities are supported by quality traits such as maintainability, modifiability, usability, and availability, which guarantee the system's durability and adaptability. The CIT system is intentionally and clearly aligned with the commercial objectives of "Shades of Light." Through the implementation of tailored experiences, the system aims to improve customer engagement, increase the value of customers during their lifetime, boost revenue growth, and strengthen the company's position in the market. The CIT system holds immense strategic significance as it is a groundbreaking initiative that will revolutionize the customer experience and establish unprecedented benchmarks for operational excellence inside "Shades of Light." Incorporating biblical concepts into this business case emphasizes the ethical aspect. Proverbs 11:1 (NIV) declares that the Lord abhors deceitful measuring devices but approves of precise weights. The scripture's principles align with the CIT system's dedication to maintaining
data integrity and correctness, hence ensuring equitable and ethical treatment of clients. Furthermore, the biblical concept of stewardship aligns with the objective of the system to utilize
resources, including data, to enhance the customer experience and improve the overall performance of the business judiciously and efficiently.
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Business Case for Customer Interactive Tracker (CIT) System at "Shades of Light"
The CIT system is not just a technology solution, but a strategic endeavor that reflects "Shades of Light's" dedication to innovation, client pleasure, and ethical business practices. The
project's success will be evaluated not just based on enhanced KPIs, but also on the establishment of trust with customers and the creation of value for all stakeholders.
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Business Case for Customer Interactive Tracker (CIT) System at "Shades of Light"
References
Akter, S., & Wamba, S. F. (2016). Big data analytics in E-commerce: a systematic review and agenda for future research. Electronic Markets
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(2), 173–194. https://doi.org/10.1007/s12525-016-0219-0
Anshari, M., Almunawar, M. N., Lim, S. A., & Al‐Mudimigh, A. S. (2019). Customer relationship management and big data enabled: Personalization & customization of services. Applied Computing and Informatics
, 15
(2), 94–101. https://doi.org/10.1016/j.aci.2018.05.004
Bilgihan, A., Kandampully, J., & Zhang, T. (2016a). Towards a unified customer experience in online shopping environments. International Journal of Quality and Service Sciences
, 8
(1), 102–119. https://doi.org/10.1108/ijqss-07-2015-0054
Gonzalez, M. (2023, April 6). Evaluating the Impact of Big Data Analytics on Personalized E-
commerce Shopping Experiences and Customer Retention Strategies
. https://vectoral.org/index.php/JCSD/article/view/31
Homburg, C., Jozić, D., & Kuehnl, C. (2015). Customer experience management: toward implementing an evolving marketing concept. Journal of the Academy of Marketing Science
, 45
(3), 377–401. https://doi.org/10.1007/s11747-015-0460-7
Huang, Z. H., & Benyoucef, M. (2013). From e-commerce to social commerce: A close look at design features. Electronic Commerce Research and Applications
, 12
(4), 246–259. https://doi.org/10.1016/j.elerap.2012.12.003
Ingeno, J. (2018). Software Architect's Handbook. Wiley.
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Business Case for Customer Interactive Tracker (CIT) System at "Shades of Light"
Qizi, R. M. N. (2022, May 11). PERSONALIZATION AND FORECASTING BASED ON BIG DATA IN E-COMMERCE | Galaxy International Interdisciplinary Research Journal
.
https://giirj.com/index.php/giirj/article/view/3266
Rajaraman, V. (2009).
Essentials of E-commerce Technology
. PHI Learning Pvt. Ltd..
Singh, M. (2002). E‐services and their role in B2C e‐commerce. Managing Service Quality
, 12
(6), 434–446. https://doi.org/10.1108/09604520210451911
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