1. Supply Chain Management and CRM The Business Network
Achieving Operational Excellence and Customer Intimacy: Enterprise Applications Chapter 9 (Continued)
Supply Chain Management and CRM The Business Network

2. KEY OUTCOMES OF ENTERPRISE APPLICATIOPNS
Integration of Systems in the Enterprise
Centralised Data Base(Single point data )
SCM:
Inventory matched to Production
Delivery-Deadline improvement
CRM:
Repeat and Replication Orders
Customer as Extended marketing-arm

3. SCM and CRM
Cross-functional, inter-enterprise systems that use IT to help support & manage the links between some of a company’s key business processes and those of its suppliers, customers, & business partners.
Achieved through WebBased ERP, and EDI
Goal is to create a fast, efficient, & low-cost network of business relationships.

4. Main Advantages
SCM : Reduces shortages, Improves Delivery Schedules and Profitability
CRM:
Repeat Orders
Replication
Customer as Extended Marketeer

5. Supply Chain Management (continued)

6. Supply Chain Management (continued)
-Electronic data interchange
Exchanging business transaction documents over the Internet & other networks between supply chain trading partners
UN-EDIFACT standard [EDIFACT (ISO 9735) is the international standard for electronic data interchange (EDI). The term stands for Electronic Data Interchange For Administration, Commerce and Transport.]
The UN-EDIFACT standard provides:
a set of syntax rules to structure data
an interactive exchange protocol (I-EDI)
standard messages which allow multi-country and multi-industry exchange
Business Partner Number

7. Supply Chain Management (continued)
The Role of SCM

8. Supply Chain Management (continued)
Benefits and Challenges
Can provide faster, more accurate order processing, reductions in inventory levels, quicker time to market, lower transaction and materials costs, & strategic relationships with suppliers

9. Customer Relationship Management Systems
Customer relationship management (CRM)
Knowing the customer
In large businesses, too many customers and too many ways in which these customers interact with firm
CRM systems:
Capture and integrate customer data from all over the organization
Consolidate and analyze customer data
Distribute customer information to various systems and customer touch points across enterprise
Provide single enterprise view of customers
This slide introduces the concept of customer relationship management as a key function of the business and the use of CRM systems to provide a single place to consolidate and analyze data about the customer. Ask students to provide examples of the different types of customer data that would be captured by a firm. What types of valuable information does the firm need to know about its customers (most profitable, loyal customers). Have students directly interacted with a CRM? They probably do not know it, but anytime they call into a call center for help they are dealing with some kind of CRM that tracks some or all of their interactions with a firm.

10. Customer Relationship Management (CRM)
CRM systems examine customers from a multifaceted perspective. These systems use a set of integrated applications to address all aspects of the customer relationship, including customer service, sales, and marketing.
Figure 9-6
This graphic illustrates the functions found in the integrated applications of a CRM system.

11. Customer Relationship Management Systems
CRM software (cont.)
CRM packages typically include tools for:
Sales force automation (SFA)
Sales prospect and contact information, sales quote generation capabilities
Customer service
Assigning and managing customer service requests, Web- based self-service capabilities
Marketing
Capturing prospect and customer data, scheduling and tracking direct-marketing mailings or , cross-selling

12. Customer Relationship Management Systems
Operational CRM:
Customer-facing applications such as sales force automation, call center and customer service support, and marketing automation
Analytical CRM:
Based on data warehouses populated by operational CRM systems and customer touch points
Analyzes customer data (OLAP, data mining, etc.)
Customer lifetime value (CLTV)
This slide discusses the two main types of CRM software—operational and analytical. Ask students how the CLTV is calculated (it is based on the relationship between the revenue produced by a specific customer, the expenses incurred in acquiring and servicing that customer, and the expected life of the relationship between the customer and the company.)

13. Supply Chain Management (continued)
Causes of Problems
Lack of proper Market-knowledge for Planning Demand, non-use of tools, and lack of guidelines
Inaccurate or overoptimistic demand forecasts
Inaccurate production, inventory, and other business data
Lack of adequate collaboration with customers

14. Q & A
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