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Achieving Operational Excellence and Customer Intimacy: Enterprise …
Achieving Operational
Excellence and Customer
Intimacy: Enterprise
Applications
Supply Chain Management
The handling of the entire production flow of a goods and services
Why is important?
Identifying potential problems
Optimizing price dynamically
Improving the allocation of "availability to promise" inventory
Key features of effective SCM
Cyber-aware
Cognitively enable
Collaborative
Comprehensive
Connected
How does it work?
Manufacturing
Delivery and logistics
Sourcing
Returing
Planning
Supply Chain Management Software
Supply chain planning systems
Global Supply Chain and the Internet
Global supply chain issues
Greater geographical distances, time differences
Participant from different countries
Internet helps manage complexities
Transportation management
Logistics
Warehouse management
Outsourcing
Enterprise Resource Planning (E R P) Systems
A database constructed to meet the needs of the company whether domestically or globally
HOW DOES IT WORK?
Information supplied directly to other processes
Data from various departments and divisions are collected
A platform of integrated software modules and a distinguished central database
DEPARTMENTS INVOLVED
Human Resources
Manufacturing & Production
Finance & Accounting
Sales & Marketing
BUSINESS VALUE OF ERP
Better efficiency of operations
Easy transfer of information resulting in better decision making
Fast response towards customers' needs
Allow for evaluation of employees to be eased with the availability of necessary tools
Customer Relationship Management
Software (CRMS)
CRM is knowing the customer and for the large business, it involve too many customer and also too many ways of customer interact with the firm text
CRM SOFTWARE CAPABILITIES
MARKETING
SERVICE
SALES
Operational CRM
Marketing automation
Sales force automation
Customer- facing application
Analytical CRM
Analyze customer data
Based on data warehouse populated by operational CRM systems
Business Value of Customer Relationship
Increased customer satisfaction
Reduced direct-marketing costs
More effective marketing
Lower cost for customer acquisition
Increased sales revenue
Business Value of CRM Systems
Churn rate
Number of customer that stop using or purchasing product or service from a company
Indicator of growth or decline of firms customer base
Enterprise Application Challenges
Highly expensive to purchase and implement enterprise applications
Technology Changes
Business Process Changes
Organizational learning, changes
Switching cost, dependence on software vendors
Data standardization, management, cleansing