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Business and Information Technology Confederacy for Customer Relationship


  • Bharathiar University and Reader, Garden City College of Science and Management Studies, India


A very high-quality Human Resource Information System elevates the entire workforce, from the operational level workers to the strategic level of the organization. Today, organization is said to have more demand in the market if it is more competitive and volatile in terms of getting accustomed to technology that is at its peak. IT in business today plays a very important part in the growth of the organization as it has confined the core functionality of growth; and thereby, obtaining a better customer satisfaction and an extended and long lasting customer relationship and bonding. This will also lead to a consistent and a proactive customer bonding. The various applications in IT serves the company in terms of protection and security of the company's confidential data and content security, enhanced data backup, and also the need for the qualified users to access these critical information of the business. The major concerns of the Information System Managers are the establishment of strong alignment between the business of the organization and the Information Technology targeting the customer relationship. Hence, for managing and using the information which is a delicate task, it is better to instil latest software and IT tools to manage the task and reduce the chances of error or redundancy. This confer a better customer relationship with the business This paper analyses on various key factors affecting or enhancing the alignment between the business world and the Information Technology today for better relationship with the customers. Also, it explores how the objectives, mission and plan of Information Technology is aligned and balanced with the objectives, mission and plan of the business today.

The application of various tools like application software at different areas and departments of the organization helps in the advancement and efficiency of various activities within the department. Therefore, the technology here acts as a tool that depicts its behaviour depending on the size of the organization. Moving from manual Information system to an automated one with the help of a user-friendly tool gives a prospect to rationalize the business process and advance the course of action to cut cost. The technology today enables the data repository of Information System (IS) for strategic decision making like talent analysis of a person. The impact of the implementation of these IS tools helps in achieving the relational, operational or even transformational objectives. According to Joseph W. Weiss and Don Anderson (2004), as the value of IT increases from low to high, the operational resources of the business transforms to strategic resources, and as the value still goes higher, the strategic resources are transformed to strategic weapons. Therefore, the level of IT/Business integration is rated higher proportionally from poor to extraordinary. This transformation will witness a major impact in the rating of customer relationship and customer satisfaction.


Information System (IS), Information Technology (IT), Business Alignment, Transformational, Operational Phase, Transactional Phase, Managerial Phase.

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