Page 40 - Managing the Mobile Workforce

moving to mobility � 19

communication behaviors and buying trends that help create a “sales
pipeline” report for sales management. The primary departments that
use this software are the sales team, including the call center, market-
ing, field services, and technical support. The goal of the CRM is to
provide accurate customer information, which allows management to
plan its ROI.

Content management system
Within the enterprise, the need to find and access digital files us-
ing a secure Internet connection both within the physical enterprise
location and outside of the brick and mortar is met by using a con-
tent management system (CMS). This system allows its members to
authenticate their personal identification and gain access to digital
files, such as customer records, documents, spreadsheets, presenta-
tions, and audio and video files from practically anywhere. Within a
collaborative space, the enterprise uses the CMS so people can work
together when accessing, uploading, editing, storing, and managing
documents. There is a single point of search and distribution of these
files. Industries may also call this their EDM (electronic document
management), DMS (digital management system), or EMS (elec-
tronic management system).

learning management system
Enterprise global training groups and regional training teams often
use a network-based aggregation system that manages learning con-
tent, member activity reports, and member information. Within the
internal network space and/or the Internet online space, content flows
to its members based on assignments, job functions, roles, and re-
quirements. The content may or may not have assessments to track
the performance of the users. This learning management system
(LMS) can be a highly developed collaborative workspace within de-
partments and the entire ecosystem of the enterprise or something
much simpler. An LMS can also provide performance management