SlideShare ist ein Scribd-Unternehmen logo
1 von 66
Downloaden Sie, um offline zu lesen
 
Enterprise Business Systems Chapter 8
[object Object],[object Object],[object Object],[object Object],Learning Objectives
Why Study Customer  Relationship Management? ,[object Object]
Case #1:  Implementing CRM Systems ,[object Object],[object Object]
Case #1:  Implementing CRM Systems ,[object Object],[object Object],[object Object]
Case #1:  Implementing CRM Systems ,[object Object],[object Object],[object Object]
Case #1:  Implementing CRM Systems ,[object Object],[object Object]
Case #1:  Implementing CRM Systems ,[object Object],[object Object]
Customer Relationship Management (CRM) ,[object Object],[object Object]
CRM Application Clusters
CRM Application Components ,[object Object],[object Object]
CRM Application Components ,[object Object],[object Object]
CRM Application Components ,[object Object]
Three Phases of CRM
Three Phases of CRM ,[object Object],[object Object],[object Object]
Benefits of CRM ,[object Object],[object Object]
Benefits of CRM ,[object Object],[object Object]
CRM Failures ,[object Object],[object Object],[object Object]
Trends in CRM ,[object Object],[object Object],[object Object],[object Object]
Operational CRM ,[object Object],[object Object],[object Object]
Analytical CRM ,[object Object],[object Object],[object Object]
Collaborative CRM ,[object Object],[object Object],[object Object]
Portal-based CRM ,[object Object],[object Object],[object Object]
Partner Relationship Management (PRM) ,[object Object],[object Object]
Case #2:  Challenges of Implementing ERP ,[object Object]
Case #2:  Challenges of Implementing ERP ,[object Object],[object Object],[object Object],[object Object]
Case #2:  Challenges of Implementing ERP ,[object Object],[object Object]
Case #2:  Challenges of Implementing ERP ,[object Object]
Enterprise Resource Planning (ERP) ,[object Object],[object Object]
ERP Application Components
ERP Process & Information Flows
ERP Benefits ,[object Object],[object Object]
ERP Benefits ,[object Object],[object Object]
Costs of ERP
Causes of ERP Failures ,[object Object],[object Object],[object Object],[object Object]
Trends in ERP
Case #3:  Business Value of SCM ,[object Object],[object Object],[object Object],[object Object]
Case #3:  Business Value of SCM ,[object Object],[object Object],[object Object],[object Object]
Case #3:  Business Value of SCM ,[object Object],[object Object]
Case #3:  Business Value of SCM ,[object Object],[object Object]
Supply Chain Management (SCM) ,[object Object],[object Object]
SCM Life Cycle
Electronic Data Interchange (EDI) ,[object Object],[object Object]
EDI Activities
Role of SCM
SCM Planning Functions ,[object Object],[object Object]
SCM Execution Functions ,[object Object],[object Object]
SCM Execution Functions ,[object Object],[object Object]
SCM Execution Functions ,[object Object]
SCM Objectives
SCM Benefits ,[object Object],[object Object],[object Object],[object Object],[object Object]
Causes of SCM Failures ,[object Object],[object Object],[object Object],[object Object],[object Object]
Trends in SCM
Case #4:  Benefits & Challenges of SCM ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Case #4:  Benefits & Challenges of SCM ,[object Object],[object Object],[object Object],[object Object]
Case #4:  Benefits & Challenges of SCM ,[object Object],[object Object]
Case #4:  Benefits & Challenges of SCM ,[object Object]
Case #5:  SCM Best Practices ,[object Object],[object Object],[object Object]
Case #5:  SCM Best Practices ,[object Object],[object Object],[object Object],[object Object]
Case #5:  SCM Best Practices ,[object Object],[object Object]
Case #5:  SCM Best Practices ,[object Object]
Summary ,[object Object]
Summary ,[object Object]
Summary ,[object Object]
End of Chapter Chapter 8

Weitere ähnliche Inhalte

Was ist angesagt?

Ethics of electronic marketing
Ethics of electronic marketingEthics of electronic marketing
Ethics of electronic marketinggaurav jain
 
Management Information System : E-Commerce
Management Information System : E-Commerce Management Information System : E-Commerce
Management Information System : E-Commerce Aung Ko Thet
 
Digital Marketing Course Week 1: Introduction
Digital Marketing Course Week 1: IntroductionDigital Marketing Course Week 1: Introduction
Digital Marketing Course Week 1: IntroductionAyca Turhan
 
Designing and Managing Service Processes.ppt
Designing and Managing Service Processes.pptDesigning and Managing Service Processes.ppt
Designing and Managing Service Processes.pptRamaYarlagadda1
 
Services Marketing Lovelock Chapter 01
Services Marketing Lovelock Chapter 01Services Marketing Lovelock Chapter 01
Services Marketing Lovelock Chapter 01H.M. Rawfun Elahe
 
Chap06 Telecommunications and Networks
Chap06 Telecommunications and NetworksChap06 Telecommunications and Networks
Chap06 Telecommunications and NetworksTuru Turuu
 
Sales force automation - Unitedworld School of Business
Sales force automation - Unitedworld School of BusinessSales force automation - Unitedworld School of Business
Sales force automation - Unitedworld School of BusinessArnab Roy Chowdhury
 
Customer Relationship Management (CRM)
Customer Relationship Management (CRM)Customer Relationship Management (CRM)
Customer Relationship Management (CRM)Nadeem Akram
 
Chapter 3: Strategic CRM
Chapter 3: Strategic CRMChapter 3: Strategic CRM
Chapter 3: Strategic CRMitsvineeth209
 
Chapter 1 Creating Value in the Service Economy (Service Marketing Lovelock) ...
Chapter 1 Creating Value in the Service Economy (Service Marketing Lovelock) ...Chapter 1 Creating Value in the Service Economy (Service Marketing Lovelock) ...
Chapter 1 Creating Value in the Service Economy (Service Marketing Lovelock) ...MinHtetAung5
 
Customer Relationship Management
Customer Relationship ManagementCustomer Relationship Management
Customer Relationship ManagementJoveria Beg
 
Services marketing 7e chapter1
Services marketing 7e chapter1Services marketing 7e chapter1
Services marketing 7e chapter1Jinan Khanfar
 
Chapter 4/B2B E-Commerce – Technology of E-Business
Chapter 4/B2B E-Commerce  – Technology of E-BusinessChapter 4/B2B E-Commerce  – Technology of E-Business
Chapter 4/B2B E-Commerce – Technology of E-BusinessEyad Almasri
 
Customer relationship management
Customer relationship managementCustomer relationship management
Customer relationship managementcharanreddy589
 
Customer Relationship Management
Customer Relationship ManagementCustomer Relationship Management
Customer Relationship ManagementPriyaRamalingam5493
 

Was ist angesagt? (20)

E commerce
E commerceE commerce
E commerce
 
Mobile marketing
Mobile marketingMobile marketing
Mobile marketing
 
Ethics of electronic marketing
Ethics of electronic marketingEthics of electronic marketing
Ethics of electronic marketing
 
Management Information System : E-Commerce
Management Information System : E-Commerce Management Information System : E-Commerce
Management Information System : E-Commerce
 
Digital Marketing Course Week 1: Introduction
Digital Marketing Course Week 1: IntroductionDigital Marketing Course Week 1: Introduction
Digital Marketing Course Week 1: Introduction
 
Designing and Managing Service Processes.ppt
Designing and Managing Service Processes.pptDesigning and Managing Service Processes.ppt
Designing and Managing Service Processes.ppt
 
Services Marketing Lovelock Chapter 01
Services Marketing Lovelock Chapter 01Services Marketing Lovelock Chapter 01
Services Marketing Lovelock Chapter 01
 
Chap06 Telecommunications and Networks
Chap06 Telecommunications and NetworksChap06 Telecommunications and Networks
Chap06 Telecommunications and Networks
 
Sales force automation - Unitedworld School of Business
Sales force automation - Unitedworld School of BusinessSales force automation - Unitedworld School of Business
Sales force automation - Unitedworld School of Business
 
Customer Relationship Management (CRM)
Customer Relationship Management (CRM)Customer Relationship Management (CRM)
Customer Relationship Management (CRM)
 
Chapter 3: Strategic CRM
Chapter 3: Strategic CRMChapter 3: Strategic CRM
Chapter 3: Strategic CRM
 
Chapter 1 Creating Value in the Service Economy (Service Marketing Lovelock) ...
Chapter 1 Creating Value in the Service Economy (Service Marketing Lovelock) ...Chapter 1 Creating Value in the Service Economy (Service Marketing Lovelock) ...
Chapter 1 Creating Value in the Service Economy (Service Marketing Lovelock) ...
 
Customer Relationship Management
Customer Relationship ManagementCustomer Relationship Management
Customer Relationship Management
 
Concepts of erp
Concepts of erpConcepts of erp
Concepts of erp
 
Services marketing 7e chapter1
Services marketing 7e chapter1Services marketing 7e chapter1
Services marketing 7e chapter1
 
E commerce market mechanisms
E commerce market mechanismsE commerce market mechanisms
E commerce market mechanisms
 
Goals Of E Business
Goals Of E BusinessGoals Of E Business
Goals Of E Business
 
Chapter 4/B2B E-Commerce – Technology of E-Business
Chapter 4/B2B E-Commerce  – Technology of E-BusinessChapter 4/B2B E-Commerce  – Technology of E-Business
Chapter 4/B2B E-Commerce – Technology of E-Business
 
Customer relationship management
Customer relationship managementCustomer relationship management
Customer relationship management
 
Customer Relationship Management
Customer Relationship ManagementCustomer Relationship Management
Customer Relationship Management
 

Andere mochten auch

Elements of logistics & supply chain
Elements of logistics & supply chainElements of logistics & supply chain
Elements of logistics & supply chainAmit Kulkarni
 
Enterprise Systems: SCM, CRM, & ERP
Enterprise Systems: SCM, CRM, & ERPEnterprise Systems: SCM, CRM, & ERP
Enterprise Systems: SCM, CRM, & ERPUMaine
 
Customer Relationship Management (With examples)
Customer Relationship Management (With examples)Customer Relationship Management (With examples)
Customer Relationship Management (With examples)Deepika Ramanathan
 
Business Functions & Business Processes in ERP
Business Functions & Business Processes in ERPBusiness Functions & Business Processes in ERP
Business Functions & Business Processes in ERPTom Matys
 
CRM Made Profitable: Case Study - Advanced Glazings | SugarCon 2011
CRM Made Profitable: Case Study - Advanced Glazings | SugarCon 2011CRM Made Profitable: Case Study - Advanced Glazings | SugarCon 2011
CRM Made Profitable: Case Study - Advanced Glazings | SugarCon 2011SugarCRM
 
Getting Started With SlideShare
Getting Started With SlideShareGetting Started With SlideShare
Getting Started With SlideShareSlideShare
 
Lec i sait_crm
Lec i sait_crmLec i sait_crm
Lec i sait_crmVimal Seth
 
Agri production-enterprise concept in a nut shell-g
Agri production-enterprise concept in a nut shell-gAgri production-enterprise concept in a nut shell-g
Agri production-enterprise concept in a nut shell-gdamirhaim
 
Ajay presentation1entrepreneurship
Ajay presentation1entrepreneurshipAjay presentation1entrepreneurship
Ajay presentation1entrepreneurshipricha sharma
 
agri Forecasting demanduncertainty
agri Forecasting demanduncertaintyagri Forecasting demanduncertainty
agri Forecasting demanduncertaintyAnkita Kumari
 
Managing predictable variability
Managing predictable variability Managing predictable variability
Managing predictable variability Deepali Bhosale
 
Security & ethical challenges
Security & ethical challengesSecurity & ethical challenges
Security & ethical challengesLouie Medinaceli
 
Chapter 13 Supply Chain Management 2014
Chapter 13 Supply Chain Management 2014Chapter 13 Supply Chain Management 2014
Chapter 13 Supply Chain Management 2014Earlene McNair
 

Andere mochten auch (20)

Chapter8
Chapter8Chapter8
Chapter8
 
Elements of logistics & supply chain
Elements of logistics & supply chainElements of logistics & supply chain
Elements of logistics & supply chain
 
Enterprise Systems: SCM, CRM, & ERP
Enterprise Systems: SCM, CRM, & ERPEnterprise Systems: SCM, CRM, & ERP
Enterprise Systems: SCM, CRM, & ERP
 
Customer Relationship Management (With examples)
Customer Relationship Management (With examples)Customer Relationship Management (With examples)
Customer Relationship Management (With examples)
 
Business Functions & Business Processes in ERP
Business Functions & Business Processes in ERPBusiness Functions & Business Processes in ERP
Business Functions & Business Processes in ERP
 
CRM Made Profitable: Case Study - Advanced Glazings | SugarCon 2011
CRM Made Profitable: Case Study - Advanced Glazings | SugarCon 2011CRM Made Profitable: Case Study - Advanced Glazings | SugarCon 2011
CRM Made Profitable: Case Study - Advanced Glazings | SugarCon 2011
 
Getting Started With SlideShare
Getting Started With SlideShareGetting Started With SlideShare
Getting Started With SlideShare
 
Lec i sait_crm
Lec i sait_crmLec i sait_crm
Lec i sait_crm
 
Agri production-enterprise concept in a nut shell-g
Agri production-enterprise concept in a nut shell-gAgri production-enterprise concept in a nut shell-g
Agri production-enterprise concept in a nut shell-g
 
Ajay presentation1entrepreneurship
Ajay presentation1entrepreneurshipAjay presentation1entrepreneurship
Ajay presentation1entrepreneurship
 
IGIDR-IFPRI -Promote Small and Medium Enterprises Nilabja Ghosh, IEG
IGIDR-IFPRI -Promote Small and Medium Enterprises Nilabja Ghosh, IEGIGIDR-IFPRI -Promote Small and Medium Enterprises Nilabja Ghosh, IEG
IGIDR-IFPRI -Promote Small and Medium Enterprises Nilabja Ghosh, IEG
 
How ERP works
How ERP worksHow ERP works
How ERP works
 
World Trade Organisation. An Introduction for (future) Managers
World Trade Organisation. An Introduction for (future) ManagersWorld Trade Organisation. An Introduction for (future) Managers
World Trade Organisation. An Introduction for (future) Managers
 
Chap08
Chap08Chap08
Chap08
 
IT in SCM
IT in SCMIT in SCM
IT in SCM
 
agri Forecasting demanduncertainty
agri Forecasting demanduncertaintyagri Forecasting demanduncertainty
agri Forecasting demanduncertainty
 
Managing predictable variability
Managing predictable variability Managing predictable variability
Managing predictable variability
 
Security & ethical challenges
Security & ethical challengesSecurity & ethical challenges
Security & ethical challenges
 
Inventory 1.1
Inventory 1.1Inventory 1.1
Inventory 1.1
 
Chapter 13 Supply Chain Management 2014
Chapter 13 Supply Chain Management 2014Chapter 13 Supply Chain Management 2014
Chapter 13 Supply Chain Management 2014
 

Ähnlich wie Chap08 Enterprise Business Systems

Customer Relationship Management
Customer Relationship ManagementCustomer Relationship Management
Customer Relationship ManagementRam Dutt Shukla
 
Lecture Slides 11 10 08
Lecture Slides 11 10 08Lecture Slides 11 10 08
Lecture Slides 11 10 08danie158
 
Role of IT in SCM Presentation
Role of IT in SCM PresentationRole of IT in SCM Presentation
Role of IT in SCM PresentationMuhammad Asif
 
Lecture Slides 11 05 08
Lecture Slides 11 05 08Lecture Slides 11 05 08
Lecture Slides 11 05 08danie158
 
How To Be A Great Manager
How To Be A Great ManagerHow To Be A Great Manager
How To Be A Great Managerkktv
 
Crm business intelligence
Crm business intelligenceCrm business intelligence
Crm business intelligenceArchana Tiwari
 
vdocument.in_crm-project-report-558453c17a8ae.pdf
vdocument.in_crm-project-report-558453c17a8ae.pdfvdocument.in_crm-project-report-558453c17a8ae.pdf
vdocument.in_crm-project-report-558453c17a8ae.pdfGirmaWodajoOfficialc
 
CUSTOMER RELATIONSHIP MANAGEMENT
CUSTOMER RELATIONSHIP MANAGEMENTCUSTOMER RELATIONSHIP MANAGEMENT
CUSTOMER RELATIONSHIP MANAGEMENTAnurag jain
 
CRM Systems and Implemetation - Challenges & Opportunities
CRM Systems and Implemetation - Challenges & OpportunitiesCRM Systems and Implemetation - Challenges & Opportunities
CRM Systems and Implemetation - Challenges & Opportunitiesseniorshelf.com
 
How to Overcome CRM User Adoption Barriers
How to Overcome CRM User Adoption BarriersHow to Overcome CRM User Adoption Barriers
How to Overcome CRM User Adoption BarriersPreact Ltd
 
Why erp and crm integration is key to improving customer experience
Why erp and crm integration is key to improving customer experienceWhy erp and crm integration is key to improving customer experience
Why erp and crm integration is key to improving customer experiencecloudfirm
 
Call Centre CRM
Call Centre CRMCall Centre CRM
Call Centre CRMjuliawitz
 
ERP Customer Relationship Management
ERP Customer Relationship ManagementERP Customer Relationship Management
ERP Customer Relationship ManagementSean Badiru
 

Ähnlich wie Chap08 Enterprise Business Systems (20)

Crm Final
Crm FinalCrm Final
Crm Final
 
Customer Relationship Management
Customer Relationship ManagementCustomer Relationship Management
Customer Relationship Management
 
Lecture Slides 11 10 08
Lecture Slides 11 10 08Lecture Slides 11 10 08
Lecture Slides 11 10 08
 
Role of IT in SCM Presentation
Role of IT in SCM PresentationRole of IT in SCM Presentation
Role of IT in SCM Presentation
 
Unit V
Unit VUnit V
Unit V
 
Crm
CrmCrm
Crm
 
Lecture Slides 11 05 08
Lecture Slides 11 05 08Lecture Slides 11 05 08
Lecture Slides 11 05 08
 
Erp System
Erp System Erp System
Erp System
 
How To Be A Great Manager
How To Be A Great ManagerHow To Be A Great Manager
How To Be A Great Manager
 
Crm business intelligence
Crm business intelligenceCrm business intelligence
Crm business intelligence
 
vdocument.in_crm-project-report-558453c17a8ae.pdf
vdocument.in_crm-project-report-558453c17a8ae.pdfvdocument.in_crm-project-report-558453c17a8ae.pdf
vdocument.in_crm-project-report-558453c17a8ae.pdf
 
CUSTOMER RELATIONSHIP MANAGEMENT
CUSTOMER RELATIONSHIP MANAGEMENTCUSTOMER RELATIONSHIP MANAGEMENT
CUSTOMER RELATIONSHIP MANAGEMENT
 
CRM Systems and Implemetation - Challenges & Opportunities
CRM Systems and Implemetation - Challenges & OpportunitiesCRM Systems and Implemetation - Challenges & Opportunities
CRM Systems and Implemetation - Challenges & Opportunities
 
IT Supply Chain Management
IT Supply Chain ManagementIT Supply Chain Management
IT Supply Chain Management
 
How to Overcome CRM User Adoption Barriers
How to Overcome CRM User Adoption BarriersHow to Overcome CRM User Adoption Barriers
How to Overcome CRM User Adoption Barriers
 
Why erp and crm integration is key to improving customer experience
Why erp and crm integration is key to improving customer experienceWhy erp and crm integration is key to improving customer experience
Why erp and crm integration is key to improving customer experience
 
Call Centre CRM
Call Centre CRMCall Centre CRM
Call Centre CRM
 
CRM
CRMCRM
CRM
 
ERP Customer Relationship Management
ERP Customer Relationship ManagementERP Customer Relationship Management
ERP Customer Relationship Management
 
Fore Cis Crm
Fore Cis CrmFore Cis Crm
Fore Cis Crm
 

Chap08 Enterprise Business Systems