Please enable JavaScript.
Coggle requires JavaScript to display documents.
Chapter 8 Business across the Enterprise - Coggle Diagram
Chapter 8 Business across the Enterprise
GETTING ALL THE GEESE
LINED UP: MANAGING AT THE ENTERPRISE LEVEL
Introduction
Geese fly in a highly organized and efficient V-shaped formation— much like a well-run business.
CUSTOMER RELATIONSHIP MANAGEMENT: THE BUSINESS FOCUS
REAL WORLD CHALLENGE: Jelly Belly
Candy Company—Getting Your Arms Around Sales
Customer Service and Support
A CRM system provides service reps with software tools and real-time access to the common customer database shared by sales and marketing professionals. CRM helps customer service managers create, assign, and manage requests for service by customers.
Retention and Loyalty Programs
CRM systems try to help a company identify, reward, and market to their most loyal and profitable customers. CRM analytical software includes data mining tools and other analytical marketing software, while CRM databases may consist of a customer data warehouse and CRM data marts.
Marketing and Fulfillment
CRM systems help marketing professionals accomplish direct marketing campaigns by automating such tasks as qualifying leads for targeted marketing, and scheduling and tracking direct marketing mailings.
The Three Phases of CRM
Enhance. Web-enabled CRM account management and customer service and support tools help keep customers happy by supporting superior service from a responsive networked team of sales and service specialists and business partners.
Retain. CRM analytical software and databases help a company proactively iden- tify and reward its most loyal and profitable customers to retain and expand their business via targeted marketing and relationship marketing programs.
Acquire. A business relies on CRM software tools and databases to help it acquire new customers by doing a superior job of contact management, sales prospecting, selling, direct marketing, and fulfillment.
What is CRM
Sales
A CRM system provides sales representatives with the software tools and company data sources they need to support and manage their sales activities and optimize cross-selling and up-selling.
Contact and Account Management
CRM software helps sales, marketing, and service professionals capture and track rele- vant data about every past and planned contact with prospects and customers, as well as other business and life-cycle events of customers.
Benefits and Challenges of CRM
CRM Failures
Lack of senior management sponsorship.
Improper change management.
Elongated projects that take on too much, too fast.
Lack of or poor integration between CRM and core business systems.
Lack of end-user incentives leading to poor user adoption rates.
Introduction
Trends in CRM
ENTERPRISE RESOURCE
PLANNING: THE BUSINESS BACKBONE
What Is ERP?
Enterprise resource planning is a cross-functional enterprise system driven by an in- tegrated suite of software modules that supports the basic internal business processes of a company.
Benefits and Challenges of ERP
The Costs of ERP
The costs and risks of failure in implementing a new ERP system are substantial.
Causes of ERP Failures
Introduction
ERP serves as a multifunctional enter- prisewide backbone that integrates and automates many inter- nal business processes and information systems within the manufacturing, logistics, distribution, accounting, finance, and human resource functions of a company.
Trends in ERP
SUPPLY CHAIN MANAGEMENT:
THE BUSINESS NETWORK
The Role of SCM
The role of information technology in SCM is to support these objectives with interenter- prise information systems that produce many of the outcomes a business needs to manage its supply chain effectively.
Benefits and Challenges of SCM
SCM systems can provide them with key business benefits such as faster, more accurate, order processing; reductions in inventory levels; quicker times to market; lower trans- action and materials costs; and strategic relationships with their suppliers.
A lack of proper knowledge about demand planning, tools, and guide- lines is a major source of SCM failure.
What is SCM
Electronic Data Interchange
Electronic data interchange (EDI) was one of the earliest uses of information technol- ogy for supply chain management. EDI involves the electronic exchange of business transaction documents over the Internet and other networks between supply chain trading partners (organizations and their customers and suppliers).
Trends in SCM
• Intranet/extranet links to trading partners
• Supplier network expansion
• Collaborative planning and fulfillment
• Extranet and exchange-based collaboration
• Current supply chain improvement
• Supply chain, e-commerce loosely coupled
Introduction
The goal of SCM is to manage this process efficiently by forecasting demand; controlling inven- tory; enhancing the network of business relationships a company has with customers, suppliers, distributors, and others; and receiving feedback on the status of every link in the supply chain.