1 customer relationship management (crm): the business focus
TRANSCRIPT
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Customer Relationship Management (CRM): The Business Focus
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Customer Relationship Management
Provides customer-facing employees with a single, complete view of every customer at every touch point and across all channels
Provides the customer with a single, complete view of the company and its extended channels
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Customer Relationship Management (continued)
CRM.. Integrates and automates many of the
customer serving processes
Creates an IT framework of Web-enabled software & databases that integrates these processes with the rest of the company’s business operations
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Customer Relationship Management (continued)
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Customer Relationship Management (continued)
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Customer Relationship Management (continued)
Benefits and Challenges Allows a business to identify its best
customers Makes possible real-time customization &
personalization of products & services based on customer wants, needs, buying habits, & life cycles
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Customer Relationship Management (continued)
Benefits and Challenges (continued) Enables a company to provide a consistent
customer service experience
Failures Due to lack of understanding & preparation. CRM is not a silver bullet
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Customer Relationship Management (continued)
Trends Operational CRM Analytical CRM Collaborative CRM Portal-based CRM
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Enterprise Resource Planning (ERP): The Business Backbone
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Enterprise Resource Planning
Serves as a cross-functional enterprise backbone that integrates & automates many internal business processes and information systems
Helps companies gain the efficiency, agility, & responsiveness needed to succeed today
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Enterprise Resource Planning (continued)
Gives a company an integrated real-time view of its core business processes
ERP software suites typically consist of integrated modules of… Manufacturing Distribution Sales Accounting Human Resource Management
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Enterprise Resource Planning (continued)
Benefits Quality and efficiency
Helps improve the quality and efficiency of customer service, production, & distribution by creating a framework for integrating and improving internal business processes
Decreased Costs Reductions in transaction processing costs and
hardware, software, and IT support staff
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Enterprise Resource Planning (continued)
Benefits Decision support
Provides cross-functional information on business performance to assist managers in making better decisions
Enterprise agility Results in more flexible organizational structures,
managerial responsibilities, and work roles
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Enterprise Resource Planning (continued)
Challenges Costs of ERP
The costs and risks of failure in implementing a new ERP system are substantial.
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Enterprise Resource Planning (continued)
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Enterprise Resource Planning (continued)
Causes of ERP failures
Underestimating the complexity of the planning, development, and training required
Failure to involve affected employees in the planning & development phases and change management programs
Trying to do too much, too fast
Insufficient training
Believing everything the software vendors and/or consultants say
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Enterprise Resource Planning (continued)
Trends Flexible ERP Web-enabled ERP Interenterprise ERP E-Business Suites