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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 SystemsOn 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 30Downloaded 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 ChainsMaterial –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 chainReduce 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 informationSCM –Push Vs. PullPush – 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 ectIT support for SCMElectronic Data Interchange- •Extranets – connected specific portions of partners’ intranets (IOS)•CMIs 2250 2 Page 31Downloaded by ThiThi Ch? ([email protected])lOMoARcPSD|5696398
Extranets – connected specific portions of partners’ intranets (IOS)•CMIs 2250 2 Page 32Downloaded by ThiThi Ch? ([email protected])lOMoARcPSD|5696398
Managers & DecisionsArt 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)•