Melcom Superstore is a chain of retail department stores headquartered in the North Industrial Area of
the Greater Accra region of Ghana. It has an extensive network of branches that has helped increase its
customer-base and presence in Ghana. Currently Melcom Superstore boast of four department stores in
the Greater Accra region and ten spread across other regional capital cities in Ghana, and are constantly
on the lookout to expand to other countries in the West African sub-region.
The core focus of business for the store is retailing, with product range that often exceeds 6500 items and
includes everything from household electronics & electrical appliances to kitchen wares, groceries,
furniture, glassware, exercise & recreational equipment and the like. The business is also highly placed
in the wholesale distribution market due in part to its vast range of goods in stock.
Melcom Superstores uses a legacy accounting system to handle its financial accounting and financial
management functions. It has added on a billing package for client services. The next step is to obtain a
Customer Relationship Management (CRM) capability to manage information about current and
prospective customers more effectively.
Questions:
1. Provide an analysis of three alternative sources of CRM software via netsourcing arrangements
based on a “high-end” alternative, (e.g., most expensive, most features) a “mid-range”
alternative, and an inexpensive alternate that Melcom Superstore could choose from. (30 marks)
2. Using relevant academic journal articles as point of reference, identify and analyse any ten
specific criteria to be used to evaluate each of the alternative providers of CRM software
discussed in Q1 above. (20 marks)
3. Make recommendations to the management of Melcom Superstore on system