Module19 - Module #19: Building Organizational Partnerships...

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M o d u le # 1 9:  Building Or g anizational Par t nerships using En t er p r ise   In fo r m ation Systems, cont'd Readings Chapter 8 (pgs. 329-352) Lea rning  Objectives Describe customer relationship management systems and how they help to improve downstream business processes. Describe supply chain management systems and how they help to improve upstream business processes. Understand and utilize the keys to successfully implementing enterprise systems. Revie w/Exa m  Preparation What are the THREE primary components of a customer relationship management system? Operational, Analytical, and Collaborative. Be familiar with the THREE systems that encompass an operational CRM. Sales Force Automation (SFA), Enterprise Marketing Automation (EMA), and Customer Service and Support (CSS). Collaborative CRM enhances communication via greater customer focus , lower communication barriers , and increased information integration . Why does the use of CRM present an ethical dilemma for some organizations?
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Module19 - Module #19: Building Organizational Partnerships...

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