E-business SystemS(Crm) Customer relationship management(CRM) Marketing and Fulfillment Customer Service and Sales Management/ Telephone Fax Support Customer E-Mail Retention Mobile web and and Prospect Customer Loyalty Account and data Program Management
E-business Systems(CRM) ▪ Customer relationship management(CRM) Marketing and Fulfillment Sales Management Customer Account and Data Management Retention and Loyalty Programs Customer Service and Support Customer and Prospect Telephone Fax E-Mail Web Mobile
E-business Systems (CRM value) Benefits and challenges of CRM Customer interests and needs ● Customer service Customer loyalty ● Personalization Quick feedback and response CRM with emphasis on enterprise customer value
E-business Systems(CRM Value) ▪ Benefits and challenges of CRM Customer interests and needs Customer service Customer loyalty Personalization Quick feedback and response CRM with emphasis on enterprise customer value
E-business Systems( CRM Types) Types of CRM systems to be implemented External Chinese Enterprises Portal/Intelligent Collaborative Analvtical Operational Internal Time
E-business Systems(CRM Types) ▪ Types of CRM systems to be implemented Operational Analytical Collaborative Portal/Intelligent Internal Chinese Enterprises Time External
E-business Systems(SCM) Supply chain management(SCM) Sourcing and Procurement Transportation Order and shipment Suppliers/ Fulfillment Management Customers Distribution logistIcS and inventor Management/Management
E-business Systems(SCM) ▪ Supply chain management(SCM) Suppliers/ Customers Transportation and Shipment Management Sourcing and Procurement Order Fulfillment Distribution and Inventory Management Logistics Management
E-business Systems(SCM Value Benefits and challenges of scm Fast and accurate order processing Inventory management ● Time to market Transaction and material cost Strategic relationships and alliances Enterprise flexibility Customer accountabilit SCM with emphasis on both enterprise business value and customer value
E-business Systems(SCM Value) ▪ Benefits and challenges of SCM Fast and accurate order processing Inventory management Time to market Transaction and material cost Strategic relationships and alliances Enterprise flexibility Customer accountability SCM with emphasis on both enterprise business value and customer value