21 essentials of business information systems chapter

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Unformatted text preview: Improve delivery service • Speed product time to market • Use assets more effectively • Reduced supply chain costs lead to increased profitability • Increased sales 8.21 Essentials of Business Information Systems Chapter 8 Achieving Operational Excellence and Customer Intimacy: Enterprise Applications Supply Chain Management Systems The Future Internet-Drive Supply Chain Figure 8-6 The future Internet-driven supply chain operates like a digital logistics nervous system. It provides multidirectional Communication among firms, networks of firms, and e-marketplaces so that entire networks of supply chain partners can immediately adjust inventories, orders, and capacities. 8.22 Essentials of Business Information Systems Chapter 8 Achieving Operational Excellence and Customer Intimacy: Enterprise Applications Customer Relationship Management Systems What Is Customer Relationship Management? • Knowing the customer • In large businesses, too many customers and too many ways customers interact with firm • Customer relationship management (CRM) systems • • Consolidate and analyze customer data • Distribute customer information to various systems and customer touch points across enterprise • 8.23 Capture and integrate customer data from all over the organization Provide single enterprise view of customers Essentials of Business Information Systems Chapter 8 Achieving Operational Excellence and Customer Intimacy: Enterprise Applications Customer Relationship Management Systems Customer Relationship Management (CRM) Figure 8-7 CRM systems examine customers from a multifaceted perspective. These systems use a set of integrated applications to address all aspects of the customer relationship, including customer service, sales, and marketing. 8.24 Essentials of Business Information Systems Chapter 8 Achieving Operational Excellence and Customer Intimacy: Enterprise Applications Customer Relationship Management Systems CRM Software • CRM packages range from niche tools to largescale enterprise applications • More comprehensive have modules for: • Partner relationship ma...
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This document was uploaded on 02/11/2014.

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