Multiple employees access to customer data Tighter relationship with each

Multiple employees access to customer data tighter

This preview shows page 31 - 35 out of 54 pages.

Multiple employees access to customer data Tighter relationship with each customer ID best customers, work to satisfy them Understand and ID customer needs Operational CRM allow: Analytical CRM Systems (Planning!) customer requests / transactions Effectiveness of marketing, sales, service efforts Value of individual customer relationships over time (profitability) Potential to acquire, retain, lose customers Analyze customer perceptions and behavior to provide insight into: Other types of CRM Systems On premise traditional, owned, run on premise. Expensive, time consuming, inflexible On Demand vs On Premise CRM On demand outsourced, hosted in data center. Training only internal expense of org. (SAAS / Utility > CMIs 2250 2 Page 30 Downloaded by ThiThi Ch? ([email protected]) lOMoARcPSD|5696398
To communicate with customer thru mobile devices, to build and maintain relationship with customer Mobile Source code available at no cost (like a club) for developers and users Need support – may not be “free” to use Can have same features as commercial Open Source CRM Supply Chains Material physical flow downstream (or reverse logistics) Information demand forecast, order, shipment, schedules, returns Financial payments and credit related data in whatever form 3 flows in supply chain Supply Chain Management To plan, organize and optimize various activities within the supply chain (in order to reduce problems, friction along the chain Reduce costs of routine transactions Improve information quality (reduce errors) Shorten transaction cycle time Eliminate paper & its inefficiencies & costs SCM systems are inter organizational systems (IOS) info flows between 2 or more entities. Allows partners to: Improve transfer / processing of information SCM Push Vs. Pull Push – make to stock. Forecast (Guess) what’s needed and make it. Old car industry model – results in excess or short inventory Pull make to order. Begin with order, build to order. Now mass customization. Custom bullwhip effect - Because supply chain not interconnected, coordinated, get erratic fluctuations in balances, ordering (leads to just in case inventory) Information Sharing supply chains can’t forecast demand if there are problems sharing information between partners - use electronic tools to allow partners to see sales, inventory levels ect IT support for SCM Electronic Data Interchange- Extranets – connected specific portions of partners’ intranets (IOS) CMIs 2250 2 Page 31 Downloaded by ThiThi Ch? ([email protected]) lOMoARcPSD|5696398
Extranets – connected specific portions of partners’ intranets (IOS) CMIs 2250 2 Page 32 Downloaded by ThiThi Ch? ([email protected]) lOMoARcPSD|5696398
Managers & Decisions Art of making decisions Resources = people, $, materials, information Process to achieve goals through use of resources Management is: Interpersonal (figurehead, leader, liaison) Informational (monitor, disseminator, spokesperson, analyzer) Decisional (entrepreneur, disturbance handler, resource allocator, negotiator)

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