Chap10LectureNotes - Review Enablers of CRM (Customer...

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Review Enablers of CRM (Customer focused Firm Strategy) Many customer touch points (extended organizations) 360 degree view of the customer (complete information) All customers should not be treated the same Customize campaigns based on individuals and not the masses . Customers do not seem to desire mass marketing campaigns . One-to-one relationship between a customer and a seller Lots of information about customers is located within the firm and outside of the firm . Example of guy ordering a pizza Organizations must work harder than ever to attract and retain customers because comparison shopping is the norm .
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Review Operational ( front office ) versus Analytical ( back office ) CRM Front office includes customer facing (application that supports a call center) and customer touching (web site that customers use for self –service) applications. Customer experience (touching) versus customer service (facing) Back office includes decision support systems that create complex statistical models of customers over time and other complex consumer behavior models.
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Chapter 10 Supply Chain Management
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Agenda Supply Chains Supply Chain Management Information Technology Support for Supply Chain Management
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Learning Objectives Define the term supply chain, and discuss the three components of a supply chain. Define supply chain management, and understand its goals. Identify various problems that can occur along supply chains. Explain how information technology supports supply chain management.
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Supply Chains Coordinating efforts of many different companies generally located all around the world. Not just limited to product based industries but also service industries Inter-organizational IS are key to effectively and efficiently managing the process.
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Supply Chains SCM is particularly relevant to B2B Supply Chain Networks
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Generic Supply Chain Supply chain: Refers to the flow of materials, information, money, and services from raw material suppliers, through factories and warehouses (Value-Chain), to the end consumers (Demand Chain).
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This note was uploaded on 04/24/2011 for the course BUS 311 taught by Professor Reardon,j during the Spring '08 term at University of Hawaii, Manoa.

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Chap10LectureNotes - Review Enablers of CRM (Customer...

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