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?
What’s tangible? What’s intangible? What would you expect or demand as the CFO?