Software

ERP
 ERP

is the backbone of Ebusiness. In other words, ERP is a business operating system, the equivalent of the Windows operating system for back-office operations.

ERP Functions
resource planning (ERP) is a crossfunctional enterprise system that serves as a framework to integrate and automate many of the business processes that must be accomplished within the manufacturing, logistics, distribution, accounting, finance, and human resources functions of a business. ERP software is a family of software module that supports the business activities involved in these vital back-office processes. For example, ERP software for a manufacturing company will typically track the status of sales, inventory, shipping, and invoicing, as well as forecast raw material and
Enterprise

Major Application Components of ERP

Customer Feedback

Market Research

Market Test

Component Design

Product Test

Product Release

Process Design

Equipment Design

Production Start

Marketing

R & D/Engineering

Manufacturing

Advantages of ERP


ERP cr t fr w r f r i t r ti i r vi t ir ck-office systems t t results i major improvements in customer service, production, and distri ution efficiency ERP provides vital cross-functional information quickly on business performance to managers to significantly improve t eir ability to make better business decisions across t e enterprise.

What will it do?

customer order information  Standardize and speed up manufacturing processes  Reduce inventory  Standardize HR information
 Integrate

Implementation Process
 Customization  Training  Integration

and testing  Data conversion  Data analysis

History Profiling Sales Analysis

Bar

oding

Accounting

Receiv ing

ERP SPA R S

Point-of-Sale

Purchasing

Serv ice

Payroll Installations

Inv entory ontrol

What is CRM?
 

CRM stands for Customer Relationship Management It is a strategy used to learn more about customers' needs and behaviors in order to develop stronger relationships with them There are many technological components to CRM, but thinking about CRM in primarily technological terms is a mistake The more useful way to think about CRM is as a process that will help bring together lots of pieces of information about customers (Market research, historical data), sales (Historical data), marketing effectiveness (Sales/Advertising, Sales/Sales Rep), responsiveness (Response to price, promotion, distribution), and market trends (Market research.)

Customer Relationship Management



CRM is an approach that recognizes that customers are the core of the business and that the companys success depends on effectively managing relationships with them Customer service is a series of activities designed to enhance the level of customer satisfaction

CRM, contd.


Relationship marketing: the overt attempt of exchange partners to build a long-term association, characterized by purposeful cooperation and mutual dependence on the development of social, as well as structural, bonds (Mowen & Minor, 1998). E-Service: customer service that is performed on the Web, sometimes automatically.

Introduction to CRM


Contact Points:


Advertisements, Retail counters, Website visits, Purchase, Direct sales, Catalogs, direct mail, Telemarketing, Call centers, Internet email, Sales promotions, Banner advertisements, Market research

  

What do we get: Data, Data, Data What do we want? Information and knowledge of customers Why do we want this? Retain customers, Target customers, Change strategies, Make it easy for customers to access information, product, services. Identify profitable customers

Goal of CRM


      

To use technology and human resources to gain insight into the behavior of customers and the value of those customers Provide better customer service Make call centers more efficient Cross sell products more effectively Help sales staff close deals faster Simplify marketing and sales processes Discover new customers Increase customer revenues

CRM in Action


There are five steps in building ITsupported CRM. These are:

  

Make it easy for customers to do business with you. Focus on the end customer for your products and services. Redesign your customer-facing business processes from the end customers point of view. Wire your company for profit: design a comprehensive, evolving electronic business architecture. Foster customer loyalty. In e-Commerce, especially, this is the key to profitability.

IT in CRM

Customer Service
   

Providing Search and Comparison Capabilities Providing Free Products and Services Providing Technical and Other Information and Service Allowing Customers to Order Customized Products and Services Online Letting Customers Track Accounts or Order Status

Tools for Customer Service

      

Personalized Web Pages FAQs Tracking Tools Chat Rooms E-mail and Automated Response Help Desks and Call Centers Troubleshooting Tools

CRM is Cool But How Does It Happen?

  

 

Buy software, install it, and you are all set (Wrong!) Identify what information you need and what to do with it! What are the sources of information, where, when, how data come? Where to store this data? How data is used currently? CRM systems link these points. Data flow between operational system (Sales, Inventories, etc.) to Analytical systems (Logical system/software to identify trends, patterns, behaviorby sorting through this records) Analysts can analyze these patterns to make conclusion about customer needs, profile, profitability to make crucial business decisions

Examples of Data That CRM Needs to Collect

       

Responses to campaigns Shipping and fulfillment dates Sales and purchase data Account information Web registration data Service and support records Demographic data Web sales data

Managerial Issues


Integration of functional information systems. Integration of existing stand-alone functional information systems is a major problem for many organizations. Priority of transaction processing. Transaction processing may not be an exotic application, but it deals with the core processes of organizations. The customer is king/queen. In implementing IT applications, management must remember the importance of the customer, whether external or internal.

Managerial Issues, contd.



Finding innovative applications



Tools such as Lotus Notes, intranets, and the Internet enable the construction of many applications that can increase productivity and quality. Although functional systems are necessary, they may not be sufficient if they work independently. Web-based systems should be considered in all functional areas. They are effective, inexpensive & user friendly. Many ethical issues are related to the code of ethics followed in CRM and privacy policies.

System integration


Using the Web



Ethical Issues


Supply Chain Management

Supply chain management software is designed to improve the way your company finds the raw components it needs to make a product or service, manufactures that product or service and delivers it to customers.

Components of SCM


Plan. This is the strategic portion of supply chain management. You need a strategy for managing all the resources that go toward meeting customer demand for your product or service. A big piece of planning is developing a set of metrics to monitor the supply chain so that it is efficient, costs less and delivers high quality and value to customers.

Components of SCM


Source. Choose the suppliers that will deliver the goods and services you need to create your product or service. evelop a set of pricing, delivery and payment processes with suppliers and create metrics for monitoring and improving the relationships. And put together processes for managing the inventory of goods and services you receive from suppliers, including receiving shipments, verifying them, transferring them to your manufacturing facilities and authorizing supplier payments.

Components of SCM


Make. This is the manufacturing step. Schedule the activities necessary for production, testing, packaging and preparation for delivery. As the most metric-intensive portion of the supply chain, measure quality levels, production output and worker productivity.

Components of SCM


Deliver. This is the part that many insiders refer to as "logistics." Coordinate the receipt of orders from customers, develop a network of warehouses, pick carriers to get products to customers and set up an invoicing system to receive payments.

Components of SCM


Return. The problem part of the supply chain. Create a network for receiving defective and excess products back from customers and supporting customers who have problems with delivered products.

What does supply chain management software do?



Helps plan the supply chain and helps in executing the supply chain steps themselves.
SCP  SCE


SCP
chain planning (SCP) software uses fancy math algorithms to help in improving the flow and efficiency of the supply chain and reduce inventory. SCP is entirely dependent upon information for its accuracy. If you're a manufacturer of consumer packaged goods for example, don't expect your planning applications to be very accurate if you can't feed them accurate, up-to-date information about customer orders from your retail customers, sales data from your retailer customers' stores, manufacturing capacity and delivery capability. here are planning applications available for all five of the major supply chain steps previously listed. Arguably the most valuable (and complex and prone to error) is demand planning, which determines how much product you will make to satisfy your different customers' demands.
Supply

SCE chain execution (SCE) software is intended to automate the different steps of the supply chain. This could be as simple as electronically routing orders from your manufacturing plants to your suppliers for the stuff you need to make your products.
Supply

Sales Force Automation



The business function of marketing is concerned with the planning, promotion, and sale of existing products in existing markets, and the development of new products and new markets to better serve present and potential customers. Thus, marketing performs a vital function in the operation of a business enterprise. Business firms have increasingly turned to information technology to help them perform vital marketing functions in the face of the rapid changes of todays environment.

Role of SFA
M arketing Inform ation System s

Interacti e M arketing

Sales Force A utom ation

C ustom er R elationship M anagem ent

Sales M anagem ent

M arketing H esearchand Forecasting

A ertising d andProm otion

Product M anagem ent