CHAPTER 11. Customer Relationship Management and Supply Chain Management

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "CHAPTER 11. Customer Relationship Management and Supply Chain Management"

Transcription

1 CHAPTER 11 Customer Relationship Management and Supply Chain Management

2 CHAPTER OUTLINE 11.1 Defining Customer Relationship Management 11.2 Operational Customer Relationship Management Systems 11.3 Analytical Customer Relationship Management Systems 11.4 Other Types of Customer Relationship Management Systems 11.5 Supply Chains 11.6 Supply Chain Management 11.7 Information Technology Support for Supply Chain Management

3 LEARNING OBJECTIVES 1. Define customer relationship management and collaborative CRM, and identify the primary functions of both processes. 2. Describe the two major components of operational CRM systems, list three applications used in each component, and provide at least one example of how businesses use each application. 3. Describe analytical CRM systems, and describe four purposes for which businesses use these systems. 4. Define mobile CRM systems, on-demand CRM systems, and open-source CRM systems, and identify one main advantage and one main drawback of each.

4 LEARNING OBJECTIVES (continued) 5. Define the term, supply chain, and describe the three components and the three flows of a supply chain. 6. Identify two major challenges in setting accurate inventory levels throughout the supply chain, and describe three popular strategies to solve supply chain problems. 7. Define the terms electronic data interchange (EDI), extranet, and portal, and explain how each of these applications helps support supply chain management.

5 The Sales Funnel

6 11.1 Defining Customer Relationship Management

7 From Neighborhood Stores Personal MONKEY BUSINESS-LBR/Age Fotostock America, Inc.

8 To Today.. Impersonal Mobile population and the Web Giant malls

9 The Need for CRM It costs six times more to sell to a new customer than to sell to an existing one. A typical dissatisfied customer will tell 8-10 people. By increasing the customer retention rate by 5%, profits could increase by 85%. Odds of selling to new customers = 15%, compared to the odds of selling to existing customers (50%) 70% of complaining customers will remain loyal if their problem is solved

10 Tenets of CRM One-to-one relationship between a customer and a seller. Treat different customers differently. Keep profitable customers and maximize lifetime revenue from them.

11 Architecture of a CRM System

12 Lifetime Customer Value

13

14 Customer Touch Points

15 Data Consolidation Accounting HR Finance Link Clicked Customer Webs Pages Visited Marketing MIS Document Downloaded Opened/Delivered Data Consolidation = 360-Degree View of Customers

16 11.2 Operational CRM Two major components of operational CRM Customer-touching applications Customer-facing applications

17 Customer-Facing Applications Customer service and support Requests Complaints Request for Information Product Return Sales force automation Marketing Campaign management

18 Refining the Call Center (IT s About Business 11.3)

19 Cross selling Marketing /Sales Up selling additional, related products Bundling

20 Customer-Touching Applications: On-line / Self-Service Search and comparison capabilities Technical and other information and services Solution Knowledgebase Search Comparison Matrix Customized products and services Loyalty programs Customized Products Customized Services

21 11.3 Analytical CRM Analytical CRM systems analyze customer behavior and perceptions in order to provide actionable BI Industry Company Size Dept. Role or Title

22 The Relationship Between Operational CRM and Analytical CRM Customer-facing Applications Sales Marketing Customer Service and Campaign Management Search and Comparison Customized Products Technical Information Personalized Web Pages FAQ / Auto Response Loyalty Programs Support Customer-touching Applications Customer Data Warehouse Data Mining Decision Support Business Intelligence OLAP

23 11.4 Other Types of CRM Systems Mobile CRM Open-source CRM On-demand CRM

24 Mobile CRM on a Smartphone (IT s About Business 11.4)

25 11.5 Supply Chains

26 Generic Supply Chain

27 Supply Chain (recall Figure 1.5)

28 The Flows of the Supply Chain Material flows physical products raw materials supplies Information flows demand shipments orders returns schedules Financial flows payments credit-related data

29 11.6 Supply Chain Management Supply chain management (SCM) Inter-organizational information system (IOS)

30 Push Model forecast production salesperson happy customer

31 Pull Model Source: Milan Zeremski/iStockphoto Dell customer order Dell factory Dell customer

32 Problems Along the Supply Chain Poor customer service Poor quality product High inventory costs Loss of revenues

33 The Bullwhip Effect Order Quantity Order Quantity Order Quantity Order Quantity Time Time Time Time Customer Sales Retail Orders To Wholesaler Wholesaler Orders to Manufacturer Manufacturer Orders to Supplier

34 Solutions to Supply Chain Problems Using inventories Just-in-time inventory Information sharing Vendor-managed inventory

35 11.7 Information Technology Support for Supply Chain Management EDI (Electronic data interchange) Extranet

36 EDI Benefits Minimize data entry errors Length of messages are shorter Messages are secured Reduces cycle time Increases productivity Enhances customer service Minimizes paper usage and storage Limitations Significant initial investment to implement Ongoing operating costs are high due to the use of expensive, private VANs Traditional EDI system is inflexible Long startup period Multiple EDI standards exist

37 Comparing Purchase Order Fulfillment Without EDI Source: Drawn by E. Turban

38 Comparing Purchase Order Fulfillment With EDI Source: Drawn by E. Turban

39 Extranet The main goal of extranets is to foster collaboration between business partners. An extranet is open to selected B2B suppliers, customers and other business partners.

40 The Structure of an Extranet

41 Types of Extranets A company and its dealers, customers or suppliers An industry s extranet Joint ventures and other business partnerships

CHAPTER 11. Customer Relationship Management and Supply Chain Management

CHAPTER 11. Customer Relationship Management and Supply Chain Management CHAPTER 11 Customer Relationship Management and Supply Chain Management CHAPTER OUTLINE 11.1 Defining Customer Relationship Management 11.2 Operational Customer Relationship Management Systems 11.3 Analytical

More information

CHAPTER OUTLINE LEARNING OBJECTIVES 8/14/2012. Customer Relationship Management and Supply Chain Management

CHAPTER OUTLINE LEARNING OBJECTIVES 8/14/2012. Customer Relationship Management and Supply Chain Management Customer Relationship Management and Supply Chain Management CHAPTER OUTLINE 11.1 Defining Customer Relationship Management 11.2 Operational Customer Relationship Management Systems 11.3 Analytical Customer

More information

COMM 391. Introduction to Management Information Systems. Case 9.1 The Next Step in Customer Relationship Management

COMM 391. Introduction to Management Information Systems. Case 9.1 The Next Step in Customer Relationship Management COMM 391 Introduction to Management Information Systems Winter 2014 Term 1 IT S ROLE IN CUSTOMER RELATIONSHIP MANAGEMENT AND SUPPLY CHAIN MANAGEMENT Case 9.1 The Next Step in Customer Relationship Management

More information

Turban and Volonino. Enterprise Systems: Supply Chains, ERP, CRM & KM

Turban and Volonino. Enterprise Systems: Supply Chains, ERP, CRM & KM Turban and Volonino Chapter 10 Enterprise Systems: Supply Chains, ERP, CRM & KM Information Technology for Management Improving Performance in the Digital Economy 7 th edition John Wiley & Sons, Inc. Slides

More information

Enterprise Systems: From Supply Chains to ERP to CRM

Enterprise Systems: From Supply Chains to ERP to CRM Enterprise Systems: From Supply Chains to ERP to CRM Management Information Code: 164292-02 Course: Management Information Period: Autumn 2013 Professor: Sync Sangwon Lee, Ph. D D. of Information & Electronic

More information

Chapter 8 - Strengthening Business-to- Business Relationships via Supply Chain and Customer Relationship Management

Chapter 8 - Strengthening Business-to- Business Relationships via Supply Chain and Customer Relationship Management Chapter 8 - Strengthening Business-to- Business Relationships via Supply Chain and Customer Relationship Management Supply chain management (SCM) systems supporting business-to-business (B2B) transactions,

More information

Chapter 9. Video Cases. 6.1 Copyright 2014 Pearson Education, Inc. publishing as Prentice Hall

Chapter 9. Video Cases. 6.1 Copyright 2014 Pearson Education, Inc. publishing as Prentice Hall Chapter 9 Achieving Operational Excellence and Customer Intimacy: Enterprise Applications Video Cases Video Case 1a: What Is Workday: Enterprise Software as a Service (Saas) Video Case 1b: Workday: Mobile

More information

Supply Chain development - a cornerstone for business success

Supply Chain development - a cornerstone for business success Supply Chain development - a cornerstone for business success Agenda 1. Supply chain considerations 2. Benefits of a developed SCM strategy 3. Competitive advantage by using a LSP 4. CRM/SCM key to business

More information

Introduction to Information Management IIM, NCKU. Enterprise Systems

Introduction to Information Management IIM, NCKU. Enterprise Systems Introduction to Information Management IIM, NCKU Enterprise Systems Aka enterprise resource planning (ERP) systems Suite of integrated software modules and a common central database Collects data from

More information

Chapter. Enterprise Business Systems

Chapter. Enterprise Business Systems Chapter 4 Enterprise Business Systems Learning Objectives Identify and give examples to illustrate the following aspects of customer relationship. Business processes supported Customer and business value

More information

Course 103402 MIS. Achieving Operational Excellence and Customer Intimacy

Course 103402 MIS. Achieving Operational Excellence and Customer Intimacy Oman College of Management and Technology Course 103402 MIS Topic 7 Achieving Operational Excellence and Customer Intimacy CS/MIS Department Enterprise Systems Management Information Systems Enterprise

More information

Achieving Operational Excellence and Customer Intimacy: Enterprise Applications

Achieving Operational Excellence and Customer Intimacy: Enterprise Applications Chapter 8 Achieving Operational Excellence and Customer Intimacy: Enterprise Applications 8.1 2007 by Prentice Hall STUDENT OBJECTIVES How enterprise systems achieve operational excellence by integrating

More information

http://mail. tku.edu.tw/myday/ 2015-11-24, 26 1

http://mail. tku.edu.tw/myday/ 2015-11-24, 26 1 Case Study for Information Management 資 訊 管 理 個 案 Achieving Operational Excellence and Customer Intimacy - Enterprise Application: Summit and SAP (Chap. 9) 1041CSIM4B09 TLMXB4B (M1824) Tue 3,4 (10:10-12:00)

More information

9. 3 CUSTOMER RELATIONSHIP MANAGEMENT SYSTEMS

9. 3 CUSTOMER RELATIONSHIP MANAGEMENT SYSTEMS Chapter 9 Achieving Operational Excellence and Customer Intimacy: Enterprise Applications 349 FIGURE 9-5 THE FUTURE INTERNET-DRIVEN SUPPLY CHAIN The future Internet-driven supply chain operates like a

More information

ACS 3907 E-Commerce. Instructor: Kerry Augustine March 3 rd 2015. Bowen Hui, Beyond the Cube Consulting Services Ltd.

ACS 3907 E-Commerce. Instructor: Kerry Augustine March 3 rd 2015. Bowen Hui, Beyond the Cube Consulting Services Ltd. ACS 3907 E-Commerce Instructor: Kerry Augustine March 3 rd 2015 CUSTOMER RELATIONSHIP MANAGEMENT (CRM) SYSTEMS Managing materials, services and information from suppliers through to the organization s

More information

Enterprise Applications

Enterprise Applications Enterprise Applications Reading: Laudon & Laudon chapter 8 Additional Reading: Brien & Marakas chapter 7 COMP 5131 1 Outline Enterprise Systems Supply Chain Management Support Customer Relationship Management

More information

SCM, CRM, BI, and ICE

SCM, CRM, BI, and ICE I. SUPPLY CHAIN MANAGEMENT (SCM) For example, a company the size of Wal-Mart, with operations all over the world and tens of thousands of suppliers, supply chain management and ITbased supply chain management

More information

Management Information Systems MANAGING THE DIGITAL FIRM, 12 TH EDITION GLOBAL EDITION

Management Information Systems MANAGING THE DIGITAL FIRM, 12 TH EDITION GLOBAL EDITION MANAGING THE DIGITAL FIRM, 12 TH EDITION GLOBAL EDITION Chapter 9 ACHIEVING OPERATIONAL EXCELLENCE AND CUSTOMER INTIMACY: ENTERPRISE APPLICATIONS VIDEO CASES Case 1: Sinosteel Strengthens Business Management

More information

Information Systems for Business Integration

Information Systems for Business Integration Information Systems for Business Integration (Week 13, Thursday 4/5/2007) BUS3500 - Abdou Illia, Spring 2007 1 LEARNING GOALS Explain the difference between horizontal and vertical business integration.

More information

Information Systems Roles in the Value Chain Customer Relationship Management (CRM) Systems 09/11/2015. ACS 3907 E-Commerce

Information Systems Roles in the Value Chain Customer Relationship Management (CRM) Systems 09/11/2015. ACS 3907 E-Commerce ACS 3907 E-Commerce Instructor: Kerry Augustine November 10 th 2015 CUSTOMER RELATIONSHIP MANAGEMENT (CRM) SYSTEMS Managing materials, services and information from suppliers through to the organization

More information

ACS 3907 E-Commerce. Instructor: Kerry Augustine November 10 th 2015. Bowen Hui, Beyond the Cube Consulting Services Ltd.

ACS 3907 E-Commerce. Instructor: Kerry Augustine November 10 th 2015. Bowen Hui, Beyond the Cube Consulting Services Ltd. ACS 3907 E-Commerce Instructor: Kerry Augustine November 10 th 2015 CUSTOMER RELATIONSHIP MANAGEMENT (CRM) SYSTEMS Managing materials, services and information from suppliers through to the organization

More information

Achieving Operational Excellence and Customer Intimacy: Enterprise. Applications

Achieving Operational Excellence and Customer Intimacy: Enterprise. Applications Chapter 9 Achieving Operational Excellence and Customer Intimacy: Enterprise Lecturer: Richard Boateng, PhD. Applications Lecturer in Information Systems, University of Ghana Business School Executive

More information

Achieving Operational Excellence and Customer Intimacy: Enterprise Applications

Achieving Operational Excellence and Customer Intimacy: Enterprise Applications Chapter 8 Achieving Operational Excellence and Customer Intimacy: Enterprise Applications 8.1 Copyright 2011 Pearson Education, Inc STUDENT LEARNING OBJECTIVES How do enterprise systems help businesses

More information

ACHIEVING OPERATIONAL EXCELLENCE AND CUSTOMER INTIMACY: ENTERPRISE APPLICATIONS

ACHIEVING OPERATIONAL EXCELLENCE AND CUSTOMER INTIMACY: ENTERPRISE APPLICATIONS ACHIEVING OPERATIONAL EXCELLENCE AND CUSTOMER INTIMACY: ENTERPRISE APPLICATIONS Content How do enterprise systems help businesses achieve operational excellence? How do supply chain management systems

More information

26/10/2015. Enterprise Information Systems. Learning Objectives. System Category Enterprise Systems. ACS-1803 Introduction to Information Systems

26/10/2015. Enterprise Information Systems. Learning Objectives. System Category Enterprise Systems. ACS-1803 Introduction to Information Systems ACS-1803 Introduction to Information Systems Instructor: Kerry Augustine Enterprise Information Systems Lecture Outline 6 ACS-1803 Introduction to Information Systems Learning Objectives 1. Explain how

More information

ACS-1803 Introduction to Information Systems. Enterprise Information Systems. Lecture Outline 6

ACS-1803 Introduction to Information Systems. Enterprise Information Systems. Lecture Outline 6 ACS-1803 Introduction to Information Systems Instructor: David Tenjo Enterprise Information Systems Lecture Outline 6 1 Learning Objectives 1. Explain how organizations support business activities by using

More information

Information Systems for Business Integration: EDI, SCM, CRM Systems

Information Systems for Business Integration: EDI, SCM, CRM Systems Information Systems for Business Integration: EDI, SCM, CRM Systems (April 2, 2009) BUS3500 - Abdou Illia, Spring 2009 1 LEARNING GOALS Discuss Supply Chain Management systems Discuss Customer Relationship

More information

Chapter 5. B2B E-Commerce: Selling and Buying in Private E-Markets

Chapter 5. B2B E-Commerce: Selling and Buying in Private E-Markets Chapter 5 B2B E-Commerce: Selling and Buying in Private E-Markets Learning Objectives 1. Describe the B2B field. 2. Describe the major types of B2B models. 3. Discuss the characteristics of the sell-side

More information

Technology-Driven Demand and e- Customer Relationship Management e-crm

Technology-Driven Demand and e- Customer Relationship Management e-crm E-Banking and Payment System Technology-Driven Demand and e- Customer Relationship Management e-crm Sittikorn Direksoonthorn Assumption University 1/2004 E-Banking and Payment System Quick Win Agenda Data

More information

Deliver a Superior Customer Experience. a social one.

Deliver a Superior Customer Experience. a social one. Social CRM Technology perspective on Business.. or the other way around? Daniel Burian CRM Presales Manager, Central Europe Deliver a Superior Customer Experience. a social one. As

More information

Customer Relationship Management (CRM)

Customer Relationship Management (CRM) Customer Relationship Management (CRM) Dr A. Albadvi Asst. Prof. Of IT Tarbiat Modarres University Information Technology Engineering Dept. Affiliate of Sharif University of Technology School of Management

More information

Hello, Goodbye. The New Spin on Customer Loyalty. From Customer Acquisition to Customer Loyalty. Definition of CRM.

Hello, Goodbye. The New Spin on Customer Loyalty. From Customer Acquisition to Customer Loyalty. Definition of CRM. Hello, Goodbye. The New Spin on Customer Loyalty The so-called typical customer no longer exists. Companies were focused on selling as many products as possible, without regard to who was buying them.

More information

MULTIPLE CHOICE. Choose the one alternative that best completes the statement or answers the question.

MULTIPLE CHOICE. Choose the one alternative that best completes the statement or answers the question. Exam Name MULTIPLE CHOICE. Choose the one alternative that best completes the statement or answers the question. 1) Uncertainties, lack of coordination, and an inability or refusal to share information

More information

Management Accountants and IT Professionals providing Better Information = BI = Business Intelligence. Peter Simons peter.simons@cimaglobal.

Management Accountants and IT Professionals providing Better Information = BI = Business Intelligence. Peter Simons peter.simons@cimaglobal. Management Accountants and IT Professionals providing Better Information = BI = Business Intelligence Peter Simons peter.simons@cimaglobal.com Agenda Management Accountants? The need for Better Information

More information

n For next time q Read Cisco Case n Hwk 2 due by start of class Tuesday n On ecommons q Database Assignment 1 posted

n For next time q Read Cisco Case n Hwk 2 due by start of class Tuesday n On ecommons q Database Assignment 1 posted Class Announcements TIM 50 - Business Information Systems Lecture 5 UC Santa Cruz, Ram Akella October 8, 2015 For next time q Read Cisco Case Hwk 2 due by start of class Tuesday On ecommons q Laudon and

More information

Management Information Systems. B08. Interorganizational and Global Information Systems

Management Information Systems. B08. Interorganizational and Global Information Systems Management Information Systems Management Information Systems B08. Interorganizational and Global Information Systems Code: 166137-01+02 Course: Management Information Systems Period: Spring 2013 Professor:

More information

TIM 50 - Business Information Systems

TIM 50 - Business Information Systems TIM 50 - Business Information Systems Lecture 5 UC Santa Cruz, Ram Akella October 8, 2015 Class Announcements n For next time q Read Cisco Case n n Hwk 2 due by start of class Tuesday On ecommons q Laudon

More information

TOP 5 CRM SOFTWARE SUPPLIERS GUIDE 2012

TOP 5 CRM SOFTWARE SUPPLIERS GUIDE 2012 TOP 5 CRM SOFTWARE SUPPLIERS GUIDE 2012 1. CLICKHQ BY CLICK INNOVATION CLOUD BASED CRM SOFTWARE FOR SMALL BUSINESS Overview Designed, developed and supported in the UK by people who have built and run

More information

e-crm: Latest Paradigm in the world of CRM

e-crm: Latest Paradigm in the world of CRM e-crm: Latest Paradigm in the world of CRM Leny Michael (Research Scholar, Bharathiyar University, Coimbatore) Assistnat Professor Caarmel Engineering College Koonamkara Post, Perunad ranni-689711 Mobile

More information

The Business Value of a Complete Front Office and Back Office Process and Technology

The Business Value of a Complete Front Office and Back Office Process and Technology The Business Value of a Complete Front Office and Back Office Process and Technology WHITE PAPER NEW ECONOMIC REALITIES One of the most complex management challenges found in any enterprise today is managing

More information

Module 6. e-business and e- Commerce

Module 6. e-business and e- Commerce Module 6 e-business and e- Commerce 6.1 e-business systems 6.2 e-commerce systems 6.3 Essential e- commerce processes 6.4 Electronic payment processes 6.5 e-commerce application trends 6.6 Web store requirements

More information

Marketing Channels: Delivering Customer Value

Marketing Channels: Delivering Customer Value Chapter Twelve : Delivering Customer Value : Delivering Customer Value Topic Outline Supply Chains and the Value Delivery Network Channel Decisions Public Policy and Distribution Decisions Supply Chains

More information

Chapter Twelve Marketing Channels: Delivering Customer Value

Chapter Twelve Marketing Channels: Delivering Customer Value Chapter Twelve Marketing Channels: Delivering Customer Value Marketing Channels: Delivering Customer Value Topic Outline Supply Chains and the Value Delivery Network The Nature and Importance of Marketing

More information

E-Business: How Businesses Use Information Systems

E-Business: How Businesses Use Information Systems Chapter 2 E-Business: How Businesses Use Information Systems 2.1 2007 by Prentice Hall Business Processes and Information Systems Business processes: Workflows of material, information, knowledge Sets

More information

Analytical CRM solution for Banking industry

Analytical CRM solution for Banking industry Analytical CRM solution for Banking industry Harbinger TechAxes PVT. LTD. 2005 Insights about What are the reasons and freq. for a customer contact? What are my product holding patterns? Which of my are

More information

Customer Relationship Management (CRM) Systems. MIS 4133 Software Systems

Customer Relationship Management (CRM) Systems. MIS 4133 Software Systems Customer Relationship Management (CRM) Systems MIS 4133 Software Systems Outline CRM and CRM System Phases Applications CRM Software Capabilities Aspects of CRM Market Segments Business Value Performance

More information

INFO1400. 1. What are business processes? How are they related to information systems?

INFO1400. 1. What are business processes? How are they related to information systems? Chapter 2 INFO1400 Review Questions 1. What are business processes? How are they related to information systems? Define business processes and describe the role they play in organizations. A business process

More information

Vehicle Sales Management

Vehicle Sales Management Solution in Detail Automotive Executive Summary Contact Us Vehicle Sales Optimizing Your Wholesale Business Efficient Sales Collaborative Operation Faced with declining margins, automotive sales organizations

More information

Five Tips to Achieve a Lean Manufacturing Business

Five Tips to Achieve a Lean Manufacturing Business Five Tips to Achieve a Lean Manufacturing Business Executive Overview Introduction The more successful manufacturers today are those with the ability to meet customer delivery schedules while maintaining

More information

TEAM WORKFLOW MANAGEMENT SYSTEM

TEAM WORKFLOW MANAGEMENT SYSTEM TEAM WORKFLOW MANAGEMENT SYSTEM TEAM Workflow Management Small and Medium businesses are the builders, of any rising economy, they share more than 90% of GDP worldwide, Enhancement of internal business

More information

Chapter 8 Order Management and Customer Service

Chapter 8 Order Management and Customer Service Chapter 8 Order Management and Customer Service Order Management executes the operating plan based on demand forecast. It is the interface between buyers and sellers and consists of: Influencing the Order

More information

See your business in a new way.

See your business in a new way. Operations and Distribution Management Brochure See your business in a new way. Realize the future of your business today. See your business in a new way. Realize the future of your business today. Distribution

More information

Supply Chain Management & ERP

Supply Chain Management & ERP 1 Case: How Dell Reengineered its Supply Chain Supply Chain Management & ERP Problem: Dell pioneered the mail order approach to selling PCs In 1993, Compaq cuts prices to drive Dell out of the market.

More information

The Training Material on Supply Chain Collaboration & Logistics Solutions has been produced under Project Sustainable Human Resource Development in

The Training Material on Supply Chain Collaboration & Logistics Solutions has been produced under Project Sustainable Human Resource Development in The Training Material on Supply Chain Collaboration & Logistics Solutions has been produced under Project Sustainable Human Resource Development in Logistic Services for ASEAN Member States with the support

More information

Koffka Khan. Tutorial 9 INFO 1400

Koffka Khan. Tutorial 9 INFO 1400 INFO 1400 Koffka Khan Project 1: Presentations: 10 minutes per group Present 1: Group 5 Alyssa Prescott Amarnath Maharaj Vishal Benny Reonne Slater Present 2: Group 20 Anil Lutchman Paige Bishop Zaahir

More information

Speed up your business

Speed up your business Speed up your business incadea is the leading provider of enterprise software solutions and services to the global automotive retail and wholesale market. With a proven industry focus and expertise, incadea

More information

Strategic Framework to Analyze Supply Chains

Strategic Framework to Analyze Supply Chains Strategic Framework to Analyze Supply Chains 1 Andy Guo A Strategic Framework for Supply Chain Design, Planning, and Operation Part I: Understand the supply chain Part II: Supply chain performance Part

More information

Zeki Ayag QUALITY FUNCTION DEPLOYMENT APPROACH TO EVALUATE SUPPLY CHAIN STRATEGIES IN TURKISH AUTOMOTIVE INDUSTRY

Zeki Ayag QUALITY FUNCTION DEPLOYMENT APPROACH TO EVALUATE SUPPLY CHAIN STRATEGIES IN TURKISH AUTOMOTIVE INDUSTRY Zeki Ayag Kadir Has University, Turkey QUALITY FUNCTION DEPLOYMENT APPROACH TO EVALUATE SUPPLY CHAIN STRATEGIES IN TURKISH AUTOMOTIVE INDUSTRY Abstract: The main objective of this study is to analyze automotive

More information

The #1 Web-Based Business Software Suite. Accounting / ERP CRM Ecommerce

The #1 Web-Based Business Software Suite. Accounting / ERP CRM Ecommerce The #1 Web-Based Business Software Suite Accounting / ERP CRM Ecommerce for every business. Intelligent Complete Simple You have real-time access to all the information you need to make better, faster

More information

Interorganizational Systems, ERPs and CRM

Interorganizational Systems, ERPs and CRM Interorganizational Systems, ERPs and CRM Athens University of Economics and Business Department of Management Science and Technology ISTLab/ Wireless Research Center George M. Giaglis giaglis@aueb.gr

More information

Ekananta Information System Department, Faculty of Computer Science, Bina Nusantara University Jakarta, Indonesia

Ekananta Information System Department, Faculty of Computer Science, Bina Nusantara University Jakarta, Indonesia IMPLEMENTING OLAP TECHNOLOGY TO LEVERAGE VALUE OF SUPPLY CHAIN MANAGEMENT SYSTEM Ekananta Information System Department, Faculty of Computer Science, Bina Nusantara University Jakarta, Indonesia Keywords:

More information

Traditionally, supply chain management

Traditionally, supply chain management ADVANTAGE TECHNOLOGY NETWORKS PRACTICE PROCESS BALANCE Integrating Demand and Supply Chain Management By Venkatesh Shankar Some companies concentrate on upgrading their supply chain operations. Others

More information

Supply Chain Management

Supply Chain Management Supply Chain Management อาจารย ดร.อ ศว ณ ปส ธรรม Email: win@riped.utcc.ac.th 11-1 Supply Chain the sequence of organizations (their facilities, functions, and activities) that are involved in producing

More information

E-BUSINESS RELATIONSHIP MANAGEMENT

E-BUSINESS RELATIONSHIP MANAGEMENT I International Symposium Engineering Management And Competitiveness 2011 (EMC2011) June 24-25, 2011, Zrenjanin, Serbia E-BUSINESS RELATIONSHIP MANAGEMENT Danilo Obradović * Higher School of Professional

More information

E-CRM Electronic Customer Relationship Management

E-CRM Electronic Customer Relationship Management What is ecrm? Unit II E-CRM Electronic Customer Relationship Management E-CRM Electronic Customer Relationship Management CRM over the internet. CRM is corporate strategy composed of Applications, Technology

More information

LOGISTICS & SUPPLY CHAIN MANAGEMENT

LOGISTICS & SUPPLY CHAIN MANAGEMENT LOGISTICS & SUPPLY CHAIN MANAGEMENT Section 1 Understanding the Supply Chain and its logistics activities C O R R A D O C E R R U T I What is Logistics? Logistics takes care of the activities and the decisions

More information

Vendor Managed Inventory Strategies

Vendor Managed Inventory Strategies Vendor Managed Inventory Strategies Summary Results 2015 Program Overview Between February and March of 2015, Gatepoint Research invited selected supply chain, logistics and operations executives to participate

More information

E-SUPPLY CHAINS AND COLLABORATIVE COMMERCE

E-SUPPLY CHAINS AND COLLABORATIVE COMMERCE E-SUPPLY CHAINS AND COLLABORATIVE COMMERCE Spring 2011 e-commerce Implementation Collaborative Commerce Technology allows allied businesses to work together to best meet the demands of the marketplace.

More information

Business Intelligence Solutions for Gaming and Hospitality

Business Intelligence Solutions for Gaming and Hospitality Business Intelligence Solutions for Gaming and Hospitality Prepared by: Mario Perkins Qualex Consulting Services, Inc. Suzanne Fiero SAS Objective Summary 2 Objective Summary The rise in popularity and

More information

CUSTOMER RELATIONSHIP MANAGEMENT CONCEPTS AND TECHNOLOGIES

CUSTOMER RELATIONSHIP MANAGEMENT CONCEPTS AND TECHNOLOGIES CUSTOMER RELATIONSHIP MANAGEMENT CONCEPTS AND TECHNOLOGIES Chapter 1: Introduction to CRM Selected definitions of CRM 1 CRM is an information industry term for methodologies, software, and usually Internet

More information

Unified Communications Solution for Retail Industry

Unified Communications Solution for Retail Industry March 2014, HAPPIEST MINDS TECHNOLOGIES Unified Communications Solution for Retail Industry Author Sindhu Selvaraj SHARING. MINDFUL. INTEGRITY. LEARNING. EXCELLENCE. SOCIAL RESPONSIBILITY. Copyright Information

More information

Enterprise Information Systems

Enterprise Information Systems Enterprise Information Systems Dr Sherif Kamel Department of Management School of Business, Economics and Communication Enterprise Information Systems DSS to provide enterprise-wide support Support to

More information

E-business Management System Based on Coordinated Center for Dealer

E-business Management System Based on Coordinated Center for Dealer The Fourth International Conference on Electronic Business (ICEB2004) / Beijing 533 E-business Based on Coordinated Center for Dealer Ding Zhang 1, Jingwen An 1, Zhongqing Cheng 2 1 School of Management,

More information

Global E-Business: How Businesses Use Information Systems

Global E-Business: How Businesses Use Information Systems Introduction to Information Management IIM, NCKU Learning Objectives (2/2) Global E-Business: How Businesses Use Information Systems Explain the difference between e-business, e- commerce, and e-government.

More information

SUPPLY CHAIN MANAGEMENT

SUPPLY CHAIN MANAGEMENT Phone:Contact Us Email: enquiries@pdtraining.co.za SUPPLY CHAIN MANAGEMENT Generate a group quote today or register now for the next public course date COURSE LENGTH: 1.0 DAYS Supply Chain Management requires

More information

Customer Relationship Management (CRM)

Customer Relationship Management (CRM) Customer Relationship Management (CRM) Dr A. Albadvi Asst. Prof. Of IT Tarbiat Modarres University Information Technology Engineering Dept. Affiliate of Sharif University of Technology School of Management

More information

Author: Alexander Tsang (Posterita)

Author: Alexander Tsang (Posterita) WHY SHOULD YOU IMPLEMENT ADempiere IN YOUR COMPANY? 1. Traditional IT systems Traditional IT systems are mostly built around an accounting package and different software to cater for the apparently unrelated

More information

Your Customer Is In Control

Your Customer Is In Control Your Customer Is In Control A majority (74%) of buyers research their work purchases online (Forrester) The average deal has over 8 decision makers, a 43% increase from 3 years ago (IDC) Source: September

More information

DRIVING B2B SALES IN THE AGE OF DIGITAL

DRIVING B2B SALES IN THE AGE OF DIGITAL DRIVING B2B SALES IN THE AGE OF DIGITAL DRIVING B2B SALES IN THE AGE OF DIGITAL WE RE ON THE CUSP OF A GENERATION SHIFT IN B2B PURCHASING. As Business-to-Business (B2B) buyers are exposed to innovative

More information

1) A complete SCM solution includes customers, service providers and partners. Answer: TRUE Diff: 2 Page Ref: 304

1) A complete SCM solution includes customers, service providers and partners. Answer: TRUE Diff: 2 Page Ref: 304 Enterprise Systems for Management, 2e (Motiwalla/Thompson) Chapter 11 Supply Chain Management 1) A complete SCM solution includes customers, service providers and partners. Diff: 2 Page Ref: 304 2) SCM

More information

Chapter 7. 7.1 Introduction. Distribution Strategies. Traditional Warehousing. 7.3. Intermediate Inventory Storage Point Strategies

Chapter 7. 7.1 Introduction. Distribution Strategies. Traditional Warehousing. 7.3. Intermediate Inventory Storage Point Strategies 7.1 Introduction McGraw-Hill/Irwin Chapter 7 Distribution Strategies Copyright 2008 by The McGraw-Hill Companies, Inc. All rights reserved. Focus on the distribution function. Various possible distribution

More information

Learning Objectives. Supply Chains & SCM Defined. Learning Objectives con t. Components of a Supply Chain for a Manufacturer

Learning Objectives. Supply Chains & SCM Defined. Learning Objectives con t. Components of a Supply Chain for a Manufacturer Chapter 4 Global Supply Chain Management Operations Management by R. Dan Reid & Nada R. Sanders 4th Edition Wiley 2010 Learning Objectives Describe the structure of supply chains Describe the bullwhip

More information

Meet & Exceed Rising Customer Expectations

Meet & Exceed Rising Customer Expectations Infor Customer Relationship Management Meet & Exceed Rising Customer Expectations Manufacturing businesses today need a customer-centric business strategy to survive and thrive. They must increase customer

More information

MICROSOFT BUSINESS SOLUTIONS NAVISION. I WANT THE freedom TO FOCUS ON MY BUSINESS.

MICROSOFT BUSINESS SOLUTIONS NAVISION. I WANT THE freedom TO FOCUS ON MY BUSINESS. MICROSOFT BUSINESS SOLUTIONS NAVISION I WANT THE freedom TO FOCUS ON MY BUSINESS. You ve got it, with Microsoft Business Solutions Navision. I WANT A system THAT HELPS ME RUN MY BUSINESS THE WAY I WANT.

More information

Experience Sharing on Business Intelligence

Experience Sharing on Business Intelligence Experience Sharing on Business Intelligence รชฏ อ ศรางก ร ณ อย ธยา Rachod Isarankura Na Ayuthaya Deputy Managing Director Modernform Integration Services Co., Ltd. (MISCO) About Speaker rachod.i@misco.co.th

More information

Internet Part 2. CS/MIS Department

Internet Part 2. CS/MIS Department Oman College of Management and Technology Course 803202 MDCI Internet Part 2 CS/MIS Department Reasons for Business Presence on the Internet Major reasons why business presence on the Internet is increasing

More information

Supply Chain Management Build Connections

Supply Chain Management Build Connections Build Connections Enabling a business in manufacturing Building High-Value Connections with Partners and Suppliers Build Connections Is your supply chain responsive, adaptive, agile, and efficient? How

More information

A SAS White Paper: Implementing a CRM-based Campaign Management Strategy

A SAS White Paper: Implementing a CRM-based Campaign Management Strategy A SAS White Paper: Implementing a CRM-based Campaign Management Strategy Table of Contents Introduction.......................................................................... 1 CRM and Campaign Management......................................................

More information

Introduction to Management Information Systems

Introduction to Management Information Systems IntroductiontoManagementInformationSystems Summary 1. Explain why information systems are so essential in business today. Information systems are a foundation for conducting business today. In many industries,

More information

Supply chain intelligence: benefits, techniques and future trends

Supply chain intelligence: benefits, techniques and future trends MEB 2010 8 th International Conference on Management, Enterprise and Benchmarking June 4 5, 2010 Budapest, Hungary Supply chain intelligence: benefits, techniques and future trends Zoltán Bátori Óbuda

More information

Electronic Data Interchange, Extranets, XML, and Web Services

Electronic Data Interchange, Extranets, XML, and Web Services turban_tutor06_w200-w210-hr 29-01-2009 11:30 Page W-200 Tutorial 6 Electronic Data Interchange, Extranets, XML, and Web Services Content T6.1 Electronic Data Interchange (EDI) T6.2 Extranets T6.3 XML T6.4

More information

ENTERPRISE APPLICATIONS

ENTERPRISE APPLICATIONS CHAPTER EIGHT ENTERPRISE APPLICATIONS Business Communications 2011 The McGraw-Hill Companies, All Rights Reserved 2 CHAPTER OVERVIEW SECTION 8.1 Enterprise Systems and Supply Chain Management Building

More information

Management Information Systems CHAPTER OUTLINE LEARNING OBJECTIVES. Information Systems: Concepts and Management. Types of Information Systems

Management Information Systems CHAPTER OUTLINE LEARNING OBJECTIVES. Information Systems: Concepts and Management. Types of Information Systems Management Information Systems Information Systems: Concepts and Management Dr. Shankar Sundaresan (Adapted from Introduction to IS, Rainer and Turban) CHAPTER OUTLINE Types of Information Systems Why

More information

Information Systems in the Enterprise

Information Systems in the Enterprise Chapter 2 Information Systems in the Enterprise 2.1 2006 by Prentice Hall OBJECTIVES Evaluate the role played by the major types of systems in a business and their relationship to each other Describe the

More information

Strategic planning of Customer Relationship Management of mobile users in Tehran state

Strategic planning of Customer Relationship Management of mobile users in Tehran state Strategic planning of Customer Relationship Management of mobile users in Tehran state Atousa Abbasnezhad, M.S. of Industrial Engineering Iran Telecom Research Center abnezhad@yahoo.com Abstract The objective

More information

6/10/2015. Chapter Nine Overview. Learning Outcomes. Opening Case: Twitter: A Social CRM Tool

6/10/2015. Chapter Nine Overview. Learning Outcomes. Opening Case: Twitter: A Social CRM Tool Opening Case: Twitter: A Social CRM Tool McGraw-Hill-Ryerson 2015 The McGraw-Hill Companies, All Rights Reserved Chapter Nine Overview SECTION 9.1 CRM FUNDAMENTALS Introduction Using Information to Drive

More information

Relationship Marketing. SHSMD Luncheon October 5, 2007 Leean Kravitz Mudhouse Advertising

Relationship Marketing. SHSMD Luncheon October 5, 2007 Leean Kravitz Mudhouse Advertising Relationship Marketing SHSMD Luncheon October 5, 2007 Leean Kravitz Mudhouse Advertising What is relationship marketing? Marketing designed to create, maintain, and enhance strong relationships with customers

More information

White Paper May 2009. Seven reports every supply chain executive needs Supply Chain Performance Management with IBM

White Paper May 2009. Seven reports every supply chain executive needs Supply Chain Performance Management with IBM White Paper May 2009 Seven reports every supply chain executive needs Supply Chain Performance Management with IBM 2 Contents 3 Business problems 3 Business drivers 4 The solution IBM Cognos SCPM Seven

More information

IBM Unica and Cincom Synchrony : A Smarter Partnership

IBM Unica and Cincom Synchrony : A Smarter Partnership DATA SHEET Smarter Commerce for Smarter Customers Today s customers are deciding when and where the buying process begins, when it ends, who will be part of it, what order it will follow and how all elements

More information

#GartnerCRM During the next three years, 60% of digital commerce analytics investments will be spent on customer journey analytics.

#GartnerCRM During the next three years, 60% of digital commerce analytics investments will be spent on customer journey analytics. During the next three years, 60% of digital commerce analytics investments will be spent on customer journey analytics. By 2017, 15% of sales organizations will use crowdsourced benchmarks to design their

More information