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INFORMATION SYSTEMS @ X INFO102: Management Information Systems CRM and SCM.
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Transcript of INFORMATION SYSTEMS @ X INFO102: Management Information Systems CRM and SCM.
INFORMATION SYSTEMS @ XINFORMATION SYSTEMS @ X
INFO102: Management Information SystemsINFO102: Management Information Systems
CRM and SCMCRM and SCM
INFO102: Management Information SystemsINFO102: Management Information Systems
INFORMATION SYSTEMS @ XINFORMATION SYSTEMS @ X
Enterprise systemsEnterprise systems
Customer Customer RelationshipRelationshipManagementManagement
Enterprise Enterprise Resource PlanningResource Planning
Supply Chain Supply Chain ManagementManagement
Manage all of the Manage all of the organizations organizations
interactions with interactions with customers – “front customers – “front
office”office”
Manage the Manage the majority of an majority of an
organization’s core organization’s core internal processes internal processes
“back office”“back office”
Manage the movement of materials Manage the movement of materials from suppliers and the movement of from suppliers and the movement of
finished products through the finished products through the distribution channeldistribution channel
Note: some overlap between classes of Note: some overlap between classes of systems…systems…
What’s the common denominator?What’s the common denominator?
e-Commercee-Commerce
Selling products Selling products and services using and services using Internet and the Internet and the
WWWWWW
INFORMATION SYSTEMS @ XINFORMATION SYSTEMS @ X
INFO102: Management Information SystemsINFO102: Management Information Systems
CRM SystemsCRM Systems
INFO102: Management Information SystemsINFO102: Management Information Systems
INFORMATION SYSTEMS @ XINFORMATION SYSTEMS @ X
Manages all of the ways used by firms to deal with existing and Manages all of the ways used by firms to deal with existing and potential new customerspotential new customers
CRM Uses information system to integrate entire business processes of CRM Uses information system to integrate entire business processes of a firm’s interaction with its customers.a firm’s interaction with its customers.
Provides end-to-end customer care ( from order receipt through Provides end-to-end customer care ( from order receipt through delivery and after sale service and support)delivery and after sale service and support)
Provides a unified view of customer across the companyProvides a unified view of customer across the company
Consolidates customer data from multiple sources (retail stores, phone, Consolidates customer data from multiple sources (retail stores, phone, e-mail, the Web) and provides analytical tools for answering questionse-mail, the Web) and provides analytical tools for answering questions
Goals:Goals: Customer loyaltyCustomer loyalty Customer profitability Customer profitability
Customer Relationship Management Systems (CRM)
INFO102: Management Information SystemsINFO102: Management Information Systems
INFORMATION SYSTEMS @ XINFORMATION SYSTEMS @ X
CRM : Customer Relationship Management CRM : Customer Relationship Management SystemsSystems
INFO102: Management Information SystemsINFO102: Management Information Systems
INFORMATION SYSTEMS @ XINFORMATION SYSTEMS @ X
Business Value of Customer Relationship Business Value of Customer Relationship Management Systems Management Systems
Increased customer satisfaction Increased customer satisfaction More effective marketing and reduced direct More effective marketing and reduced direct
marketing costs marketing costs Lower costs for customer acquisition Lower costs for customer acquisition Increased revenue from identifying most profitable Increased revenue from identifying most profitable
customers and segments for marketingcustomers and segments for marketing Reduced churn rate (Number of customers who stop Reduced churn rate (Number of customers who stop
using or purchasing products or services from a using or purchasing products or services from a company)company)
INFO102: Management Information SystemsINFO102: Management Information Systems
INFORMATION SYSTEMS @ XINFORMATION SYSTEMS @ X
Three ‘dimensions’ of CRMThree ‘dimensions’ of CRM
IntegratedIntegratedCustomer Customer
DataData
OperationalOperational
CollaborativeCollaborative
AnalyticAnalytic
INFO102: Management Information SystemsINFO102: Management Information Systems
INFORMATION SYSTEMS @ XINFORMATION SYSTEMS @ X
Operational CRM Operational CRM
• Operational CRM provides support to "front office" business processes, including sales, marketing and service. Each interaction with a customer is generally added to a customer's contact history, and staff can retrieve information on customers from the database as necessary.
• Examples: Campaign management, e-marketing, account and contact management, telemarketing, teleselling, e-selling, field sales
INFO102: Management Information SystemsINFO102: Management Information Systems
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• Applications that analyze customer data generated by operational CRM applications (and many other sources) to provide information about customers that can be used to build profitable relationships
• Examples: Develop customer profiles; analyze customer or product profitability; identify trends in sales length cycle; analyze leads generated and conversion rates develop ‘predictive models’ to try and anticipate customer behavior
Analytic CRM Analytic CRM
INFO102: Management Information SystemsINFO102: Management Information Systems
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Analytical CRM Data Warehouse Analytical CRM Data Warehouse
INFO102: Management Information SystemsINFO102: Management Information Systems
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ExamplesExamples
Large US BankLarge US Bank Customer attrition issueCustomer attrition issue
Walt Disney WorldWalt Disney World Customer segmentationCustomer segmentation
INFO102: Management Information SystemsINFO102: Management Information Systems
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Collaborative CRM Collaborative CRM
Collaborative CRM is used where customers “self serve”. This can include a variety of channels, such as internet, email, automated phone/ interactive voice response (IVR).
A good example of collaborative CRM is web page personalization.
Collaborative CRM uses the output of analytic CRM…..
INFO102: Management Information SystemsINFO102: Management Information Systems
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CRM DemosCRM Demos
SAP CRMSAP CRM What business functions are integrated?What business functions are integrated? How does this software help change customer service from a ‘cost How does this software help change customer service from a ‘cost
centre to a profilt centre’?centre to a profilt centre’?
Microsoft CRM Demo (Fun)Microsoft CRM Demo (Fun)
INFORMATION SYSTEMS @ XINFORMATION SYSTEMS @ X
INFO102: Management Information SystemsINFO102: Management Information Systems
SCM SystemsSCM Systems
INFO102: Management Information SystemsINFO102: Management Information Systems
INFORMATION SYSTEMS @ XINFORMATION SYSTEMS @ X
Supply ChainSupply Chain
A network of activities, such as A network of activities, such as manufacturing plantsmanufacturing plants, , distributiondistribution centerscenters, , retail outletsretail outlets, , peoplepeople, and information, , and information, which are linked together into processes supplying which are linked together into processes supplying goods/services from goods/services from source through consumptionsource through consumption. .
INFO102: Management Information SystemsINFO102: Management Information Systems
INFORMATION SYSTEMS @ XINFORMATION SYSTEMS @ X
Supply Chain Management (SCM)Supply Chain Management (SCM)
The integration of suppliers, distributors, and customer The integration of suppliers, distributors, and customer logistics requirements into one cohesive process.logistics requirements into one cohesive process.
Close linkage and coordination of activities involved in Close linkage and coordination of activities involved in buying, making, and moving a productbuying, making, and moving a product
Reduces time, redundant effort, and inventory costsReduces time, redundant effort, and inventory costs
Increased responsiveness to customer demandsIncreased responsiveness to customer demands
INFO102: Management Information SystemsINFO102: Management Information Systems
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Supply Chain Management and Collaborative Commerce
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Business Value of SCM
Management decides when, what to produce, store, moveManagement decides when, what to produce, store, move Rapidly communicate orders Rapidly communicate orders Track the status of ordersTrack the status of orders Check inventory availability, monitor levelsCheck inventory availability, monitor levels Improve delivery service and track shipmentImprove delivery service and track shipment Reduce paperwork Reduce paperwork Plan production based on actual customer demand Plan production based on actual customer demand Rapidly communicate product design changeRapidly communicate product design change Provide product specificationsProvide product specifications Share information about defect rates, returnsShare information about defect rates, returns
INFO102: Management Information SystemsINFO102: Management Information Systems
INFORMATION SYSTEMS @ XINFORMATION SYSTEMS @ X
RFIDRFID
http://www.youtube.com/watch?v=4Zj7txoDxbE&feature=rehttp://www.youtube.com/watch?v=4Zj7txoDxbE&feature=relatedlated
Based on this video:Based on this video: What do you think RFID is?What do you think RFID is? What are all of the ways in which RFID can help improve a supply What are all of the ways in which RFID can help improve a supply
chain?chain?