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SCM and CRM by Anusha Pai
SCM and CRM by Anusha Pai
SCM and CRM by Anusha Pai
By Anusha Pai
ENTERPRISE SYSTEMS
Manage all of the organizations interactions with customers front office Manage the majority of an organizations core internal processes back office
Manage the movement of materials from suppliers and the movement of finished products through the distribution channel
CRM SYSTEMS
Manages all of the ways used by firms to deal with existing and potential new customers CRM Uses information system to integrate entire business processes of a firms interaction with its customers. Provides end-to-end customer care.
CRM
Analytic
Collaborative
Operational CRM
Supports customer interaction with greater convince through a variety of channels, like fax, mail, chat Synchronizes customer interactions consistently across all channels Makes company easier to do business with. Examples: Campaign management, e-marketing, account and contact management, telemarketing, teleselling , e-selling, field sales
Analytic CRM
Extract in depth customer history , preferences from data warehouse and other databases Allows to analyze, predict, and derive customer value behavior and forecast demand.
Examples: Develop customer profiles; analyze customer or product profitability; identify trends in sales length cycle; analyze leads generated and conversion rates develop predictive models to try and anticipate customer behavior
Collaborative CRM
Enables easy collaborations with customers ,suppliers ,and partners. Improves the efficiency and integration throughout the supply chain. Allows greater responsiveness to customer needs. A good example of collaborative CRM is web page personalization. Collaborative CRM uses the output of analytic CRM..
PORTAL-BASED CRM
Provides all users with tools and information that fit their individual roles and preferences. Empowers all employees to respond to customer demands more quickly Provides the capability to instantly access , link and use all internal and external customer information.
SCM SYSTEMS
SUPPLY CHAIN
A network of activities, such as manufacturing plants, distribution centers, retail outlets, people, and information, which are linked together into processes supplying goods/services from source through consumption.
SCM
A cross-functional interenterprise system that uses IT to help support & manage the links between some of a companys key business processes and those of its suppliers, customers, & business partners. Goal is to create a fast, efficient, & low-cost network of business relationships
The integration of suppliers, distributors, and customer logistics requirements into one cohesive process. Close linkage and coordination of activities involved in buying, making, and moving a product Reduces time, redundant effort, and inventory costs Increased responsiveness to customer demands
SCM
SCOR (Chain Operations Reference Model) identifies five major supply chain processes: Plan: Balancing demand and supply to meet sourcing, production, and delivery requirements Source: Procurement of goods and services needed to create a product or service
CONTINUE
Make: Processes that transform a product into a finished state Deliver: Processes to manage order transportation and distribution Return: Processes associated with product returns and post delivery customer support
Figure 11-4
Management decides when, what to produce, store, move. Rapidly communicate orders. Track the status of orders. Check inventory availability, monitor levels. Improve delivery service. Reduce paperwork Provide product specifications Share information about defect rates, returns
Smart companies are using sophisticated technologies to integrate SC and CRM. This allows them to ensure that they can identify valuable customers and effectively meet their needs, from the initial order to delivery to post-sales customer care. They can offer different services to different customers. Net result: Increased loyalty among the best customers, repeat business, and a significant boost to the bottom line.
QUESTIONS.
1.What is Customer Relationship management ? Explain the types of CRM. 2.What is CRM?, Explain types of CRM. 3.Explain CRM,SCM 4.Explain SCM in detail 5.Can CRM and SCM integrate ?, If yes what is the use?
Thank You