Chapter 2 Review

Chapter 2 Review - C hapter T wo E nterprise Systems Enterp...

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Chapter Two Enterprise Systems “Enterprise Systems” Integrate the business process functionality and information from all of an organization’s functional areas (e.g. marketing and sales, cash receipts, purchasing, cash disbursements, human resources, production and logistics, and business reporting) Coordinate the operation of these functions and provide a central information resource for the organization Some organizations use them to differentiate themselves from their competitors ERP Systems – software packages that can be sued for the core systems necessary to support enterprise systems – designed to offer integration of virtually all of an organization’s major business functions Customer relationship management (CRM) – build and maintain an organization’s customer-related database Data is collected from multiple customer interactions (e.g. internet, call centers, etc) and the data is aggregated, managed and coordinated across the entire organization to support identification, acquisition, and retention of customers to maximize the benefits of those relationships CRM can help make it easy for a customer to do business with an organization and to make customers feel that they are dealing with one unified organization This system allows vendors to keep track of such things as your name, address and purchases which allows them to personalize your shopping experience Customer self-service (CSS) – allows an organization’s customers to complete an inquiry, perform a task (including sales), or troubleshoot problems without the aid of the organization’s employees These solutions integrate with ERP system to allow customers to check the status of their orders, review inventory availability, and even check production plans Sales force automation (SFA) – automates sales tasks such as order processing, contact management, inventory monitoring, order tracking, and employee performance evaluation
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Supply chain management (SCM) – helps plan and execute the steps in an organization’s supply chain, including demand planning; acquiring inventory; and manufacturing, distributing, and selling the product
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This note was uploaded on 04/20/2010 for the course AIS 345 taught by Professor R during the Spring '10 term at Bryant.

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Chapter 2 Review - C hapter T wo E nterprise Systems Enterp...

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