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Selling – Distribution
Employees
Partners
Enterprise Resource Planning
Internal Business Processes
Customers
Enterprise
Resource Planning
The Technological Backbone of
e-Business
Production
Planning Integrated
Sales,
Logistics
Distribution, Customer/
Order Employee
Management Accounting
Human and Finance
Resources
Enterprise
Resource Planning
The Business Value of ERP
Customers
Suppliers
Purchasing MRP
Inbound Manufacturing
& Accounts Inventory
Inventory Distribution
& Production Control & & Accounts
Payable Plant Mgmt. Scheduling Warehousing Receivable
The Internet
Shared Collaborative
CRM Customer Data Service
Integrated
Solution
Partner Company Customer
CRM: The Business Focus
CRM Uses IT to Create a Cross-
Marketing and
Fulfillment Customer
Service and
Fax e-MailSupport
Sales Prospect or
•Cross-Sell Employee
Telephone Web
•Up-Sell Retention
and Loyalty
Contact and Programs
Account
Management
CRM: The Business Focus
Benefits and Challenges of CRM
•Identify and Target the Best Customers
•Customization and Personalization of
Products and Services
•Track Customer Contacts
CRM Failures
•50% of Applications Fail to Meet
Expectations
•20% of the Time CRM Damaged
Customer Relationships
•Lack of Understanding and Preparation
is Blamed
CRM: The Business Focus
Gevity HR and Monster.Com:
Failures in CRM Implementation
•Employees Undercut the System
Believing Their Jobs Threatened by
CRM On-Line Customer Problem
Solutions.
•Complex Installation Since it Touches
So Many Legacy Systems
•Failures Lead to Loss of Customer
Goodwill and Business and Negatively
Affects Employees Also
CRM: The Business Focus
Telstra Corporation: The
The Internet
SCM Shared Collaborative
Integrated Market Data Fulfillment
Solution
Supplier Manufacturer Retailer Customer
SCM: The Business Network
Supply Chain Management : a
• Forecasting Demand
• Controlling Inventory
• Enhancing Business
Relationships
• Receiving Feedback and Status
of Every Link of the Chain
SCM: The Business Network
Benefits and Challenges of
SCM
• Lack of Proper Planning
Knowledge, Tools, and
Guidelines
• Inaccurate Demand Forecasts
• Lack of Adequate
Collaboration
• Software Itself Immature
Enterprise Application
Integration
EAI Software Connects Major e-
Enterprise
Front-Office Application Back-Office
CRM Applications Integration ERP Applications
Customer Service Distribution
Field Service EAI Manufacturing
Product Configuration Scheduling
Sales Order Entry Finance