Chapter

Outline

Section (1): Customer Relationship

Management (CRM)

Customer Relationship Management

(CRM)

CRM Application Clusters

CRM Application
Components

CRM Application
Components

CRM Application
Components

Three Phases of CRM

Three Phases of CRM

Benefits of CRM

Benefits of CRM

CRM Failures

Trends in
CRM

Operational CRM

Analytical CRM

Collaborative CRM

Portal-based CRM

Partner Relationship Management

(PRM)

Example: Maximizer CRM

Consolidate Sales, Marketing, Customer Service and collaborate with

your team

Workflow

My Work Day:

Start your day by checking the My Work Day page to get

information that matter more

Dashboard

updated real time information

Address Book:

History information of opportunities

Opportunities

Manage Campaigns:

by integrating with opportunities, it will show how success was

the campaign.

Customer Service:

My Calendar:
-Manage your time and get alerts and notifications
-Sync with Outlook

Make appointment with colleagues and

customers

Integration with MS Office

Section (2): Enterprise Resource

Planning (ERP)

Enterprise Resource
Planning (ERP)

ERP Application
Components

Purpose of ERP
To facilitate the flow of information
between all business functions inside the
boundaries of the organization & manage
the connections to outside stakeholders.

ERP Process & Information

Flows

ERP Benefits

ERP Benefits

Costs of ERP

Causes of ERP Failures

Trends in ERP
ERP + CRM + Supply Chain Management+
procurement + Decision support + enterprise
portal + health care +

Provide Web-enabled links between key

business systems of a company & its
customers, supplier, distributers, and others.
This feature makes ERP systems easier to use
and connect to other internal applications, as
well as to systems of partners systems.

This makes the software :

easier to integrate with other application
programs of business users.
Easier to make minor modifications to
suit a companys business process.

Example: Microsoft Dynamics GP

Section (3): Supply Chain

Management

Supply Chain Management

(SCM)

SCM Life Cycle

Electronic Data Interchange

(EDI)

EDI Activities

SCM Planning Functions

SCM Execution Functions

SCM Execution Functions

SCM Execution Functions

SCM Objectives

SCM Benefits

Causes of SCM Failures

Trends in SCM