Transcript
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Chapter
8
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Outline
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Section (1): Customer RelationshipManagement (CRM)
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Customer Relationship Management
(CRM)
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CRM Application Clusters
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CRM ApplicationComponents
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CRM ApplicationComponents
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CRM ApplicationComponents
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Three Phases of CRM
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Three Phases of CRM
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Benets of CRM
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Benets of CRM
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CRM !ailures
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Trends in
CRM
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Operational CRM
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Anal"tical CRM
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Colla#orati$e CRM
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Portal%#ase& CRM
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Partner Relationship Management
(PRM)
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Example: Maximizer CRM “Consolidate Sales, Marketing, Customer Service and collaborate with
our team!
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"ork#low
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M "ork $a:Start our da b checking the “M "ork $a! page to get
in#ormation that matter more
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$ashboardupdated real time in#ormation
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%ddress &ook:'istor in#ormation o# opportunities
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(pportunities
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Manage Campaigns:b integrating with opportunities, it will show how success was
the campaign)
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Customer Service:
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M Calendar:*Manage our time and get alerts and noti#ications
*Snc with (utlook
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Make appointment with colleagues andcustomers
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+ntegration with MS (##ice
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Section ('): nterprise Resource
Planning (RP)
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nterprise ResourcePlanning (RP)
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RP ApplicationComponents
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urpose o# ER
-o #acilitate the #low o# in#ormationbetween all business #unctions inside theboundaries o# the organization . manage
the connections to outside stakeholders)
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RP Process *nformation!lo+s
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RP Benets
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RP Benets
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Costs of RP
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Causes of RP !ailures
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-rends in ER
-his makes the so#tware :• easier to integrate with other application
programs o# business users)• Easier to make minor modi#ications to
suit a compan/s business process)
-his #eature makes ER sstems easier to useand connect to other internal applications, aswell as to sstems o# partners/ sstems)
rovide "eb*enabled links between ke
business sstems o# a compan . itscustomers, supplier, distributers, and others)
ER 0 CRM 0 Suppl Chain Management0procurement 0 $ecision support 0 enterpriseportal 0 health care 0 1
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Example: Microsoft Dynamics GP
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Section (,): Suppl" Chain
Management
S l Ch i M t
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Suppl" Chain Management(SCM)
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SCM -ife C"cle
l t i . t * t h
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lectronic .ata *nterchange(.*)
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.* Acti$ities
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SCM Planning !unctions
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SCM /ecution !unctions
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SCM /ecution !unctions
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SCM /ecution !unctions
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SCM O#0ecti$es
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SCM Benets
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Causes of SCM !ailures
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Tren&s in SCM
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