TEST

ONLINE EXAMINATION
AUGUST 2022 SEMESTER

COURSE : MANAGING INFORMATION TECHNOLOGY

COURSE CODE : IAS2343
EXAM DATE : 11 OCTOBER 2022, 9.00 PM
FACULTY : COMMUNICATION, VISUAL ART AND COMPUTING
PROGRAMME : IT401, IT403, IT405
LECTURER & : AZHAR HAMID (016-3116705)
PHONE NO

INSTRUCTIONS TO CANDIDATES.

This paper consists of ONE sections. Answer ALL the questions

NAME: HARIHARAN A/L MAGENDRAN

MATRIC NO: 4212013401D

PROGRAMME: BACHELOR IN INFORMATION TECHNOLOGY

QUESTION NO: MARKS

Question 1 / 5 marks
Question 2 / 10 marks
Question 3 / 5 marks
TOTAL / 20 marks

DECLARATION:

I hereby declare that all the answers I have submitted is entirely my own work and I
understand that there are disciplinary penalties for cheating, plagiarism and
inappropriate collusion.

This Question Paper consists of 2 PAGES.

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Question 1 (CLO1)

Data and database technologies were traditionally stored in data centers, which were often
managed by an internal IT department and consisted of on-premises hardware and
technology that stores data within an organization's local area network. Now, many
companies are moving towards cloud computing from the traditional data centers. There
are many benefits of cloud computing to business but there are also the disadvantages of it.

Discuss FIVE (5) reasons that a small business company should consider before using the
cloud computing due to the disadvantages of the cloud computing.
(5 marks)

Question 2 (CLO 2)

Product and services branding is important in a business today. It is related to image

reputation that will attract the customer to purchase the product and services. The
branding also applies when a company is to acquire a new employee. They will look for
the potential of new employee from specified channels. Therefore, personal branding
strategy is important for you to be employed by a company. Suggest how you can build
your reputation as an expert in some area related to marketing, what social media tools
you will use for your personal branding strategy and why?
(10 marks)

Question 3 (CLO3)

Customer Relationship Management (CRM) is a widely used and established technology

that may be utilised either on-premises or as a service (SaaS) on-demand. Many effective
CRM implementations have helped the company change, made more money, and
reinforced customer loyalty. CRM may give managers a comprehensive understanding of
the customer relationship, facilitate quick replies, and increase the efficiency and
predictability of sales. Now, web 2.0 has changed may businesses into using social media
tools for marketing products and services to the customers. As such, the social media is
integrated with CRM and known as social CRM to help businesses effectively that the
traditional CRM.

Describe FIVE (5) core features of social CRM that benefits or needed by an organization
in doing their business especially in marketing.
(5 marks)

END OF QUESTION PAPER

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QUESTION 1

There are reasons that a small business company should consider before using the cloud
computing due to the disadvantages of the cloud computing. First, cloud computing’s
potential downtime. Cloud computing places your small business's success in the hands of
the dependability of your Internet connection. When it's down, you're down. If your internet
service has frequent outages or slow speeds, cloud computing may not be a good fit for
your company. Another factor to consider is how reliant your business would be on cloud
reliability and even the most dependable cloud computing service providers experience
server outages from time to time. Second, cloud computing’s security flaws. Remember that
your cloud data is accessible from anywhere on the internet, which means that if a data
breach occurs due to hacking, a disgruntled employee, or weak username/password
security, your business data may be compromised. Switching to the cloud can actually
improve a small business's security. Many large cloud computing companies have more
resources and are often able to provide levels of security that small businesses cannot afford
to implement on their own servers. Third, cloud computer’s lack of flexibility. Another
significant drawback of cloud computing is some cloud apps' lack of flexibility. Be cautious
when selecting a cloud computing vendor to ensure that you won't end up being a "forever"
customer because their applications and/or data formats make it difficult to convert
information into other systems. Some cloud vendors purposefully use proprietary software
and hardware to "lock-in" customers, making it difficult or extremely expensive for them to
switch to a different cloud provider. If you're thinking about moving your business to the
cloud, make sure your vendor contract specifies that you keep ownership of your data and
that the vendor's services adhere to current standards. Fourth, cloud computing’s customer
service. Users frequently complained about poor customer service in the early days of cloud
computing. Fortunately, most vendors have made significant strides in improving technical
support over the last few years, but better service comes at a cost. If your business requires
a quick response to customer support issues, make sure your cloud services vendor provides
a variety of technical support options, such as email, phone, live chat, knowledge bases, and
user forums. Prepare to pay more for more assistance, especially in the evenings or on
weekends. Lastly, cloud computing’s cost considerations. Adopting cloud solutions for a
small business can appear to be costly. However, the most significant cloud computing
benefit is cost savings in IT. Pay-as-you-go cloud services may offer greater flexibility and
lower hardware costs, but the overall cost may be higher than anticipated. Experiment with
a variety of offerings until you're certain of what will work best for you.

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QUESTION 2

There are many social media tools that I can use for my personal branding strategy. First, I
will use my LinkedIn profile by posting my recent projects. The businesses’ employers may
look into my projects. They may able hire me as their employee due to my impressive
projects. Second, I will use LinkTree as my go-to business links from my social media.
With the link in my profile, blog post links in my posts, and my ads, social media is a great
way to drive traffic to my website and convert visitors into customers. Third, I will use
TikTok to post cost-free ads for my product. As youngsters are more likely to shop in
TikTok rather than a solid picture about products in Shopee or Lazada. Fourth, I will
participate in social media groups and forums. Social media platforms provide numerous
opportunities to join groups that attract people from a particular industry or who are
interested in a specific topic. To use LinkedIn and Facebook to grow your brand, I'll need to
participate in relevant groups and forums. This will help me establish myself as an industry
leader and provide me with a platform to connect with others as I raise brand awareness. I'll
use the search function to find groups that are relevant to our field of study. I'll have a
platform for you to share your knowledge and establish authority for your personal brand.
Fifth, I will analyse influencers and follow their lead in your field of expertise. Bloggers,
podcast hosts, and TikTok creators have all succeeded in building their own brands. Being a
social media influencer opens doors to influencer marketing and small business
opportunities, so figure out how to leverage my personal brand by following in their
footsteps. Look for a notable influencer and thought leader in my industry on social media
platforms. Once I've identified the prominent influencers I want to emulate, I'll explore their
posting habits, social networks, and content to see where I can improve. I plan to research
how their followers react to their content and learn best practises from their self-branding
strategies. Take what I've learned and put it to the test on my own social media networks.

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QUESTION 3

There are core features of CRM that benefits or needed by an organization in doing their
business especially in marketing. First, CRM’s trustable reporting. Data is an essential
component of business, and it can be obtained from a variety of sources, including social
media, Google Analytics, business software, apps, and CRM technology. It won't be useful
until it's been sorted, cleaned, analyzed, and made actionable. A CRM system allows you
to dig deeper into all of your data and metrics, including those from third-party sources.
When your company is committed to maintaining clean data, or data that is error-free, you
can use your CRM platform to collect, tabulate, and organize that data, which can then be
easily interpreted using reporting features. This is one of the most significant advantages
of a CRM system, and it cascades down to other advantages that become available once
you have this usable data. CRM platforms have an advantage over other customer
relationship management systems in that you can see who interacts with your company
and how. For example, after seeing a specific ad on social media, a lead successfully filled
out a form on a landing page. You can also run reports to see where your opportunities are,
how well your leads and customers are interacting with you, trends in your sales and
customer service efforts, and more. Second, CRM’s dashboards that visually display data.
Using a spreadsheet to manage your business entails manually entering or importing data,
determining what's important, and then creating a graphical way to present this data. CRM
handles the majority of this for you. After you've invested in the platform, you'll be able to
take advantage of another CRM benefit the dashboard. You can create a dashboard for
each employee in your organization who has access to your CRM platform. A director of
marketing, for example, would be most interested in email marketing metrics, specifically
click-through rates for each campaign. They can create a dashboard that shows how many
people received a specific email, how many opened it, what the click-through rate is, and
other information. A sales director, on the other hand, would be interested in knowing how
many calls are made per hour and how many of those calls result in a positive action, such
as a future meeting or demo. Dashboards enable users to quickly see the most important
data for their workflows without having to dig, sift, sort, or run a report. Third, CRM’s
automation allows for more personalized outreach. Because you are constantly collecting
data and insights about your audience, market, and industry, you can create more relevant,
personalised messaging and outreach in both your manual and automated campaigns. This
is one of the benefits of dynamic content and automated messaging: People who share a
significant similarity, such as an interest in a niche product, can be assigned to different
drip campaigns. This feature is available in many CRMs and allows you to set up a series
of automated emails that speak specifically to that audience and are triggered by specific
actions. Fourth, CRM’s proactive support. Data in your CRM platform can help automate
more personalised outreach throughout the marketing funnel, just as it can improve a sales
team's outreach efforts or customer service's ability to help customers. If a sales team
knows what a specific customer is interested in, they or a support representative can meet
the customer's needs and solve problems more proactively. With relevant data available in
their dashboards and in some cases, no need to dig for information, a representative can
get right to what matters. When sales and customer service are proactive and
knowledgeable, it saves everyone time and makes your potential and current customers
feel important. Lastly, CRM’s automation increased efficiency. Automation is a benefit
that CRM platforms provide users, and it can be seen throughout the organisation. Cut the
time it takes to email and nurture leads with drip campaigns, score leads using customer
parameters you set or with built-in AI, so your teams can better prioritise which marketing
qualified leads, or MQL, can transition to sales qualified leads, or SQL, and handle simple
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customer questions, such as the status of an order, with chatbots and other automated
messaging, are three examples. Marketing can devote more time to developing campaigns
that are relevant to their target audience, analysing data, and testing different strategies
based on analytics. Customers can be sold the right product or service if sales are focused
on them. Finally, an efficient company can better serve its customers, which is the most
important CRM software.

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