1.

Visit Teradata Student Network and find the podcasts that deal with CRM and supply
chains. Identify the benefits cited in the podcasts.
2. Enter Teradata Student Network and find the most recent Web seminar on data
integration. Relate these tools to the integration issues discussed in this chapter
3. Visit Teradata Student Network and find the First American Corporation Case (by
Watson, Wixon, and Goodhue), regarding CRM implementation. Write an executive
summary listing the key lessons that you learned.
4. Visit ups.com. Examine some of the IT-supported customer services and tools
provided by the company. Write a report on how UPS contributes to supply
chain improvements.
UPS is a global transportation and logistics company that provides various IT-
supported customer services and tools to support its customers in managing their
supply chains. Some of the IT-supported customer services and tools offered by
UPS.com include:
My UPS: This dashboard provides customers with a centralized location for
managing their UPS shipments, tracking deliveries, and accessing account
information. With My UPS, customers can view the status of their shipments, receive
notifications about delivery status updates, and create shipping labels. This helps
customers better manage their supply chains by having all the information they need
in one place, reducing the time and effort required to track shipments and make
decisions.
UPS CampusShip: This online shipping tool is specifically designed for university
and business customers. It provides an efficient and streamlined process for shipping
packages, including the ability to create and manage shipping labels, schedule
pickups, and track shipments. CampusShip helps customers save time and reduce the
manual effort required to manage their shipping needs, leading to improved supply
chain efficiency.
UPS Tracking: This service allows customers to track their shipments in real-time
and receive notifications about delivery status and estimated delivery times. With up-
to-date information about the status of their shipments, customers can make more
informed decisions about their supply chain operations and proactively address any
potential issues.
 UPS TradeAbility: This tool provides customers with information about import and
export regulations, duties, and taxes for countries around the world. By having this
information readily available, customers can avoid potential delays and compliance
issues, reducing the risk of supply chain disruptions.
UPS Mobile App: The UPS mobile app provides customers with the ability to track
shipments, create shipping labels, and find UPS locations while on the go. This
convenience allows customers to manage their supply chains from anywhere, making
it easier to stay on top of deliveries and make quick decisions when needed.
UPS contributes to supply chain improvements through its various IT-supported
customer services and tools. By providing real-time tracking and delivery
information, UPS helps customers better manage their supply chains and make more
informed decisions. The UPS TradeAbility tool also helps customers navigate
complex import and export regulations, which can greatly improve supply chain
efficiency. Additionally, the UPS CampusShip and UPS Mobile App make the
shipping process more convenient and streamlined, further contributing to supply
chain improvements.
Overall, UPS's IT-supported customer services and tools play a crucial role in helping
customers manage their supply chains and make improvements that lead to increased
efficiency and competitiveness.

5. Visit supply-chain.org, cio.com, findarticles.com, and google.com and search for

recent information on supply chain management integration.
6. Visit mySap.com. Identify its major components. Also review the Advanced Planning
and Optimization tool. How can each benefit the management of a supply chain?
7. Visit i2.com and review its SCM products that go beyond ERP. Examine the OCN
Network and Rhythm. Write a report.
8. Visit oracle.com. Find the ERP modules offered by Oracle and identify their
connection to CRM and customer services.
Oracle is a leading provider of enterprise resource planning (ERP) software, and its
ERP offerings include several modules that are closely connected to customer
relationship management (CRM) and customer services. Some of the ERP modules
offered by Oracle and their connection to CRM and customer services are:
Oracle Customer Experience Cloud: This module is designed to help organizations
provide a seamless customer experience across all touchpoints, from sales and
marketing to customer service. The module includes features such as customer
engagement, sales automation, marketing automation, and service automation, which
are all connected to provide a complete view of customer interactions. This
information can be used to personalize the customer experience, improve customer
satisfaction, and drive business success.
Oracle Service Cloud: This module provides a cloud-based customer service
solution that integrates with other Oracle applications to provide a complete view of
customer interactions. The module includes features such as case management,
knowledge management, and analytics, which help organizations deliver effective
customer service. For example, case management allows organizations to track
customer inquiries and resolve issues in a timely and efficient manner, while
knowledge management provides access to information that can be used to answer
customer questions and resolve issues.
Oracle Sales Cloud: This module provides a cloud-based sales automation solution
that integrates with other Oracle applications to provide a complete view of the sales
process. The module includes features such as lead management, opportunity
management, and analytics, which help organizations drive sales productivity and
improve customer satisfaction. For example, lead management helps organizations
identify and nurture potential sales opportunities, while opportunity management
provides visibility into the sales pipeline and allows organizations to prioritize and
manage opportunities effectively.
Oracle Marketing Cloud: This module provides a cloud-based marketing
automation solution that integrates with other Oracle applications to deliver effective
marketing campaigns. The module includes features such as lead management,
campaign management, and analytics, which help organizations target and engage
customers more effectively. For example, lead management helps organizations
identify and qualify potential leads, while campaign management allows
organizations to create and manage targeted marketing campaigns.
In conclusion, Oracle's ERP modules provide organizations with a comprehensive
suite of tools for managing customer relationships and delivering effective customer
services. By integrating with other Oracle applications, these modules provide a
complete view of customer interactions, which can be used to personalize the
customer experience, improve customer satisfaction, and drive business success.
9. Visit salesforce.com and take the tour. What enterprisewide system does the company
support? How?
10. Enter 2020software.com. Find information about the top 10 ERP solutions. View the
demo; write a report on your findings.
11. How does knowledge management support decision making? Identify products or
systems on the Web that help organizations accomplish knowledge management. Start
with brint.com, decisionsupport.net, and knowledge-management.ittoolbox.com. Try
one out and report your findings to the class.
12. Visit internetdashboard.com. View its products and relate them to the different
enterprise systems described in this chapter.