Chap08 Sv.ppt New1 Last

8/17/2019 Chap08 Sv.ppt New1 Last

http://slidepdf.com/reader/full/chap08-svppt-new1-last 1/55

Chapter

8



Outline



Section (1): Customer RelationshipManagement (CRM)



Customer Relationship Management

(CRM)



CRM Application Clusters



CRM ApplicationComponents









Three Phases of CRM



Three Phases of CRM



Benets of CRM



Benets of CRM



CRM !ailures



Trends in

CRM



Operational CRM



Anal"tical CRM



Colla#orati$e CRM



Portal%#ase& CRM



Partner Relationship Management

(PRM)



Example: Maximizer CRM “Consolidate Sales, Marketing, Customer Service and collaborate with

our team!



"ork#low



M "ork $a:Start our da b checking the “M "ork $a! page to get

in#ormation that matter more



$ashboardupdated real time in#ormation



%ddress &ook:'istor in#ormation o# opportunities



(pportunities



Manage Campaigns:b integrating with opportunities, it will show how success was

the campaign)



Customer Service:



M Calendar:*Manage our time and get alerts and noti#ications

*Snc with (utlook



Make appointment with colleagues andcustomers



+ntegration with MS (##ice





Section ('): nterprise Resource

Planning (RP)



nterprise ResourcePlanning (RP)



RP ApplicationComponents



urpose o# ER

-o #acilitate the #low o# in#ormationbetween all business #unctions inside theboundaries o# the organization . manage

the connections to outside stakeholders)



RP Process *nformation!lo+s



RP Benets



RP Benets



Costs of RP



Causes of RP !ailures



-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



Example: Microsoft Dynamics GP



Section (,): Suppl" Chain

Management

S l Ch i M t



Suppl" Chain Management(SCM)



SCM -ife C"cle

l t i . t * t h



lectronic .ata *nterchange(.*)



.* Acti$ities



SCM Planning !unctions



SCM /ecution !unctions









SCM O#0ecti$es



SCM Benets



Causes of SCM !ailures



Tren&s in SCM

Documents

Chap08 Sv.ppt New1 Last