Section 14.3 (Laudon, 2015, pp. 553-556) is about establishing business value of IS. Last week, we discussed enterprise applications. Firms have made large investments in these systems over the last 2 decades.
If you were the CIO presenting a proposal to develop and implement CRM or SCM to your firm’s CEO and CFO, what specific benefits would you present to justify the expenditure?
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What’s tangible? What’s intangible? What would you expect or demand as the CFO?