Achieving operational excellence and customer intimacy enterprise applications

Customer lifetime value CLTV 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.

Customer relationship management CRM systems integrate and automate customer-facing processes in sales, marketing, and customer service, providing an enterprise-wide view of customers.

Supply Chain Management Systems If you manage a small firm that makes a few products or sells a few services, chances are you will have a small number of suppliers. Customer Relationship Management CRM Customer Relationship Management Software Customer relationship management systems typically provide software and online tools for sales, customer service, and marketing.

Supply chain execution systems manage the flow of products through distribution centers and warehouses to ensure that products are delivered to the right locations in the most efficient manner.

Enterprise Applications Enterprise systems, also known as enterpirse resource planning ERP systems, which are based on a suite of integrated softwware modules and a common central database.

Business Value of Enterprise Systems Enterprise systems provide value both by increasing operational efficiency and by providing firm-wide information to help managers make better decisions.

Business Value of Supply Chain Management Systems Total supply chain costs represent the majority of operating expenses for many businesses and in some industries approach 75 percent of the total operating budget.

Customers are able to check a secure Web site to monitor inventory and shipments, helping them run their global supply chain more efficiently. Enterprise applications are difficult to implement. The churn rate measures the number of customers who stop using or purchasing products or services from a company.

As goods are being sourced, produced, and shipped, communication is required among retailers, manufacturers, contractors, agents, and logistics providers. Summary Enterprise software is based on a suite of integrated software modules and a common central database.

Companies must make sweeping changes to their business processes to work with the software. In a pull-based model, also known as a demand-driven model or build-to-order, actual customer orders or purchases trigger events in the supply chain.

One recurring problem in supply chain management is the bullwhip effect, in which information about the demand for a product gets distorted as it passes from one entity to the next across the supply chain. Push- Versus Pull-Based Supply Chain Models Supply chain software is classified as either software to help businesses plan their supply chains supply chain planning or software to help them execute the supply chain steps supply chain execution.

New Opportunities and Challenges Many firms have implemented enterprise systems and systems for supply chain management and customer relationship because they are such powerful instruments for achieving operational excellence and enhancing decision making.

From Push to Pull Manufacturing and Efficient Customer Response Earlier supply chain management systems were driven by a push-based model also known as build-to-stock.

But precisely because they are so powerful in changing the way the organization works, they are challenging to implement. How Enterprise System Works Enterprise Software Enterprise software is built around thousands of predefined business processes that reflect best practices.

Transactions to produce and deliver only what customers have ordered move up the supply chain from retailers to distributors to manufacturers and eventually to suppliers.

The goal is to make enterprise applications easier to implement and manage. Service Platforms A service platform integrates multiple applications from multiple business functions, business units, or business partners to deliver a seamless experience for the customer, employee, manager, or business partner.

Enterprise Application Challenges Enterprise application require not only deep-seated technological changes but also fundamental changes in the way the business operates. Service platforms integrate data and processes from the various enterprise applications as well as from disparate legacy application to create new companies business processes.

Large companies with many operating units in different locations have used enterprise systems to enforce standard practices and data so that everyone does business the same way worldwide.

Partner relationship management PRM uses many of the same data, tools, and systems as customer relationship management to enhance collaboration between a company and its selling partners.

They require extensive organizational change, large new software investments, and careful assessment of how these systems will enhance organizational performance.

Companies implementing this software must first select the functions of the system they wish to use and then map their business processes to the predefined business processes in the software. Global Supply Chains Issues Global supply chains typically span greater geographic distances and time differences and domestic supply chains and have participants from a number of different countries.

Reducing supply chain costs may have a major impact on firm profitability. Next-Generation Enterprise Applications Today, enterprise application vendors are delivering more value by becoming more flexible, Web-enabled, and capable of integration with other systems.Demonstrate how customer relationship management systems achieve customer intimacy by integrating all customer information and making it available throughout the firm.

Assess the challenges and new opportunities raised by enterprise applications. Chapter 9 Achieving Operational Excellence and Customer Intimacy: Enterprise Applications Case 1: Sinosteel Strengthens Business Management with ERP Applications.

Achieving Operational Excellence and Customer Intimacy: Enterprise Applications. Chapter 9. VIDEO CASES.

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Case 1: Sinosteel Strengthens Business Management with ERP Applications Case 2: Ingram Micro and H&R Block Get Close to Their Customers. Chapter 8 Achieving Operational Excellence and Customer Intimacy: Enterprise Applications • What experiences have you had with trying to purchase a product that wasn’t immediately.

Chapter 9: Achieving Operational Excellence and Customer Intimacy: Enterprise Applications This process map shows how a best practice for promoting customer loyalty through customer service would.

dec 1 management information systems managing the digital firm, 12th edition achieving operational excellence and customer intimacy: enterprise applications.

Achieving operational excellence and customer intimacy enterprise applications
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