1. Using Analytical CRM to Enhancing Decisions Operational CRM – supports traditional transactional processing for day-to-day front- office operations or systems that deal directly with the customers Analytical CRM – supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers

2. Operational CRM and analytical CRM

3. SCM

4. Using SCM to Enhancing Decision Making Numerous decision support systems (DSSs) are being built to assist decision makers in the design and operation of integrated supply chains DSSs allow managers to examine performance and relationships over the supply chain and among: Suppliers Manufacturers Distributors Other factors that optimize supply chain performance

5. Overview At the heart of all ERP systems is a database, when a user enters or updates information in one module, it is immediately and automatically updated throughout the entire system

6. ERP systems can automate business processes

7. ERP Growth SAP boasts 20,000 installations and 10 million users worldwide There are an estimated 70,000 ERP installations worldwide with over 35 million users ERP solutions are growing because: ERP is a logical solution to the mess of incompatible applications that had sprung up in most businesses ERP addresses the need for global information sharing and reporting ERP is used to avoid the pain and expense of fixing legacy systems

8. Top ERP vendors & their major components

9. SCM and CRM market overviews

10. Groupware Systems Groupware – software that supports team interaction and dynamics including calendaring, scheduling, and videoconferencing Groupware falls into two categories: Users of the groupware are working together at the same time or different times Users are working together in the same place or in different places