27_091028_CE12 - Ch Ex 12 Cross-Functional Processes MIS...

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MIS 301 Introduction to IT Management Lizhen Xu IROM Department McCombs School of Business Ch Ex 12 Cross-Functional Processes
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Ch Ex 12: Learning Objectives Customer Relationship Management ( CRM ) Systems Enterprise Resource Planning ( ERP ) Systems Enterprise Application Integration ( EAI ) Systems
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In company silos, systems are segregated in functional areas Problems of Functional Processes Name from grain silos May lead to “ Islands of Automation ”, or “ Functional Silos
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Problems of Functional Processes
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Cross-Functional Systems and Value Chain Cross-functional systems designed to overcome problems in functional systems
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Customer Relationship Management Customer relationship management systems (CRM) Integrate all primary business activities Make organization customer-centric Manage Customer Life Cycle
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Customer Life Cycle captured in CRM System Figure CE10-2
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Customer Life Cycle Customer life cycles Marketing sends messages to target market Prospects order and need to be supported Support and resale increases value to existing customers Win-back processes categorize customers according to value
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CRM Components Figure CE10-3
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This note was uploaded on 12/17/2010 for the course MIS 03765 taught by Professor Xu during the Fall '09 term at University of Texas.

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27_091028_CE12 - Ch Ex 12 Cross-Functional Processes MIS...

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