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    Erp, CRM, SCM: Source: O'Brien, James. Introduction To Information Systems, 12e, 2005

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    Gangadhar Mamadapur
    The document discusses three enterprise systems: ERP, CRM, and SCM. ERP refers to enterprise resource planning systems that integrate internal business processes. CRM or customer relationship management systems support relationships with customers. SCM or supply chain management systems help integrate supply chain processes.

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    Erp, CRM, SCM: Source: O'Brien, James. Introduction To Information Systems, 12e, 2005

    Uploaded by

    Gangadhar Mamadapur
    224 views17 pages
    The document discusses three enterprise systems: ERP, CRM, and SCM. ERP refers to enterprise resource planning systems that integrate internal business processes. CRM or customer relationship management systems support relationships with customers. SCM or supply chain management systems help integrate supply chain processes.

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    The document discusses three enterprise systems: ERP, CRM, and SCM. ERP refers to enterprise resource planning systems that integrate internal business processes. CRM or customer relationship management systems support relationships with customers. SCM or supply chain management systems help integrate supply chain processes.

    Copyright:

    © All Rights Reserved
    Download as PPT, PDF, TXT or read online from Scribd
    Download as ppt, pdf, or txt
    224 views17 pages

    Erp, CRM, SCM: Source: O'Brien, James. Introduction To Information Systems, 12e, 2005

    Uploaded by

    Gangadhar Mamadapur
    The document discusses three enterprise systems: ERP, CRM, and SCM. ERP refers to enterprise resource planning systems that integrate internal business processes. CRM or customer relationship management systems support relationships with customers. SCM or supply chain management systems help integrate supply chain processes.

    Copyright:

    © All Rights Reserved
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    ERP, CRM, SCM

    Source: O’Brien, James. Introduction to Information Systems, 12e, 2005


    Enterprise
    Business Systems
    Enterprise Application Architecture
    Suppliers

    Partner Relationship Management


    Collaboration – Decision Support
    Knowledge Management Supply Chain Management
    Sourcing - Procurement

    Selling – Distribution
    Employees

    Partners
    Enterprise Resource Planning
    Internal Business Processes

    Customer Relationship Management


    Marketing – Sales - Service

    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

    Demand Manufacturing Logistics Distribution Order


    Planning Planning Planning Planning Entry
    Enterprise Resource Planning

    Customers
    Suppliers

    Purchasing MRP Manufacturing Inventory Distribution


    & Accounts Inbound & Production Control & & Accounts
    Payable Inventory Scheduling Warehousing Receivable
    Plant Mgmt.

    Finance and Accounting


    Human Resources
    Enterprise
    Resource Planning
    Benefits of ERP
    • Quality and Efficiency
    • Decreased Costs
    • Decision Support
    • Enterprise Agility
    Failures in ERP Do Exist
    Enterprise
    Resource Planning
    Causes of ERP Failures
    • Underestimating the Complexity
    of Planning, Development, and
    Training Needed
    • Failure to Involve Affected
    Employees
    • Trying to do Too Much Too Fast
    • Over Reliance by Company on
    Claims of Software Companies
    CRM: The Business Focus
    Supports an Integrated and
    Collaborative Relationship Between
    a Business and it’s Customers
    Customer Acquire Enhance Retain
    Life Cycle

    Direct Marketing Cross-sell and Up-sell Proactive Service


    CRM
    Functional
    Solutions Sales Force Automation Customer Support

    The Internet
    Shared Collaborative
    CRM Customer Data Service
    Integrated
    Solution
    Partner Company Customer
    CRM: The Business Focus
    CRM Uses IT to Create a Cross-
    Functional Enterprise System

    Marketing and
    Fulfillment Customer
    Service and
    Fax e-MailSupport
    Sales Prospect or
    •Cross-Sell Employee
    Web
    •Up-Sell Telephone 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
    Business Value of CRM
    • Provides Fixed, Wireless, and e-
    Commerce Services to Customer Base
    in 19 Countries
    • Offers Voice, Data, Internet,
    Multimedia and Communications
    Services
    • Sought CRM Solution to Integrate
    More than 20 Core Legacy Databases
    Across the System
    • Benefits Quickly Followed
    • Reduced Training Time
    SCM: The Business Network
    SCM Software Helps Firms Reengineer and
    Integrate The Functional SCM Processes

    Supply Chain Commit Schedule Make Deliver


    Life Cycle

    Strategic Sourcing Forecast and Demand Planning


    SCM and Procurement Customer Order Fulfillment Service
    Functional
    Processes Distribution Network and Warehouse Operations
    Production Transportation and Shipment
    Logistics Management

    The Internet
    SCM Shared Collaborative
    Integrated Market Data Fulfillment
    Solution
    Supplier Manufacturer Retailer Customer
    SCM: The Business Network
    Supply Chain Management : a
    top strategic objective for many
    firms
    • The Right Products
    • The Right Place
    • The Right Time
    • In the Proper Quantity
    • At an Acceptable Cost
    SCM: The Business Network

    Objectives of Supply Chain


    Management
    Business Value Goals Customer Value Goals
    Rapid Demand Fulfillment Give customers what they
    Collaborative Supply want, when and how they
    Chain Planning and want it, at the lowest cost
    Execution
    Interenterprise Effective
    Coordination of Responsiveness and
    Distribution and
    Manufacturing and Channel Partnerships Accountability
    Business Process to Customers
    SCM: The Business Network
    Objective of SCM Efficiently
    Manages this Process by:
    • 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-
    Business Applications Like CRM
    and ERP

    Enterprise
    Front-Office Application Back-Office
    CRM Applications Integration ERP Applications
    Customer Service Distribution
    EAI
    Field Service Manufacturing
    Product Configuration Scheduling
    Sales Order Entry Finance

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