Ch. 8- Enterprise systems, Supply Chain management, customer relationship management, and enterprise resource planning

Benefits of CRM

"RFM" - Recency, Frequency, Monetary value

Technologies Reinventing supply chain

3D printing, Radio frequency identification, drones, Robotics

3 most common core ERP components

Accounting and Finance, Production and materials management, Human resource

Extended ERP components include:

Business intelligence, Customer relationship management, Supply chain management, Ebusiness components: -Elogistics, Eprocurement

Enterprise application integration (EAI)

Connects the plans, methods, and tools aimed at integrating separate enterprise systems

Customer service and operational CRM technology

Contact center, web-based self-service, call scripting

Extended ERP component

Extra components that meet the organizational needs not covered by the core components and primarily focus on external operations

Production materials management ERP component

Handles the various aspects of production planning and execution such as demand forecasting, production scheduling, job cost accounting, and quality control

CRM predicting technologies

Help organization make predictions regarding customer behavior such as which customers are at risk of leaving

CRM analysis technologies

Help organization segment their customers into categories such as best and worst customers

CRM reporting technology

Help organizations identify their customers across other applications

Enterprise resource planning

Integrates all departments and functions throughout an organization into a single IT system so that employees can make enterprise wide decisions by viewing enterprise wide information on all business operations

Customer relationship management (CRM)

Involves managing all aspects of a customer's relationship with an organization to increase customer loyalty and retention and an organization's profitability

Marketing and operational CRM technology

List generator, campaign management, cross-selling and up-selling

Accounting and finance ERP component

Manages accounting data and financial processes within the enterprise with functions such as general ledger, accounts payable, accounts receivable, budgeting, and asset management

Website personalization

Occurs when a website has stored enough data about a person's likes and dislikes to fashion offers more likely to appeal to that person

3 components of supply chain management

Procurement, Logistics, Materials management

Enterprise system

Provide enterprise wide support and data access for a firm's operations and business processes

Sales and operational CRM technology

Sales management, contact management, opportunity management

Middleware

Several different types of software that sit between and provide connectivity for two or more software applications

Analytical CRM

Supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers

Enterprise application integration middleware

Takes a new approach to middleware by packaging commonly used applications together, reducing the time needed to integrate applications from multiple vendors

Supply chain visibility

The ability to view all areas up and down the supply chain in real time -supply chain planning system -supply chain execution system -bullwhip effect

Supply chain management

The management of information flows between and among activities in a supply chain to maximize total supply chain effectiveness and profitability

Human resource ERP component

Tracks employee information including payroll, benefits, compensation, performance assessment, and assumes compliance with the legal requirements of multiple jurisdictions and tax authorities

Core ERP component

Traditional components included in most ERP systems and they primarily focus on internal operations

Sales force automation

a system that automatically tracks all of the steps in the sales process

Integration

allows separate systems to communicate directly with each other, eliminating the need for manual entry into multiple systems. -Application integration -Data integration -Forward integration -Backward integration

Balanced scorecard

enables organizations to clarify their vision and strategy and translate them into action

Operational CRM

supports traditional transactional processing for day-to-day front-office operations or systems that deal directly with the customers