TAILIEUCHUNG - Lecture Management information systems (9/e) – Chapter 8: Enterprise business systems

In this chapter, you will learn to: Identify and give examples to illustrate the following aspects of customer relationship management, enterprise resource manage-ment, and supply chain management systems: Business processes supported, customer and business value provided, potential challenges and trends; understand the importance of managing at the enterprise level to achieve maximum efficiencies and benefits. | Enterprise Business Systems Chapter 8 Identify and give examples to illustrate the following aspects of customer relationship management, enterprise resource management, and supply chain management systems: Business processes supported Customer and business value provided Potential challenges and trends Learning Objectives Why Study Customer Relationship Management? It is easier than ever for customers to comparison shop and, with a click of the mouse, to switch companies. As a result, customer relationships have become a company’s most valued asset. Case #1: Implementing CRM Systems Mitsubishi Motor Sales Goal: Call center should provide one voice and one set of ears for the customer Case #1: Implementing CRM Systems CRM Project Goals: Choose best-of-breed CRM software components rather than integrated CRM suites Implement changes slowly. Must be simple, scalable, and satisfy need. Case #1: Implementing CRM Systems CRM Project Challenges: Keeping 18 vendors heading in the same .

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