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7-1 Learning Objectives – Chapter 7 Electronic Business Systems
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7-1 Learning Objectives – Chapter 7 Electronic Business Systems

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  • 1. Learning Objectives – Chapter 7 Electronic Business Systems
    • Define each of following system:
    • ERP(enterprise resource planning)
    • SCM (supply chain management)
    • CRM (customer relationship management)
    • Describe one example of how this type of system can be utilized as a strategic information system?
    7-
  • 2. History of IS within Organizations 7-
  • 3. 7-
  • 4. Problems of Functional Systems 7-
  • 5. Electronic Business *
    • E-Commerce (Chapter 8) the buying and selling , marketing and servicing, delivery and payment of products, services, and information over the Internet, intranets, extranets, and other networks between customers, suppliers, and other business partners.
    • E-Business – includes E-commerce plus the on-line exchange of information.
      • Collaboration and communication
      • Web-enabled business processes
    7-
  • 6. Enterprise Application Architecture * 7-
  • 7. System Software 7- Enterprise Customers Vendors Products $ Resources $ CRM Kana Siebel SAP Oracle Clarify Pivotal ERP Baan Oracle SAP SCM Baan i2Tech Manugistics Oracle SAP
  • 8. Enterprise Architecture (1)
    • Facilitate change management by linking strategic requirements to systems that support them and by linking the business architecture to application architecture.
    • Enable strategic information to be consistently and accurately derived from operational data
    • startsmarts and zero delta...
    7-
  • 9. Enterprise Architecture (2)
    • Promote data sharing in hopes of reducing data redundancy and maintenance costs
    • Improve productivity through component and service development, management and reuse
    • Reduce software development cycle time by providing tools, models, catalogs of services, etc
    7-
  • 10. Enterprise Architecture (3)
    • Rigorous and standardized way to evaluate commercial products and services
    • Construct the extended enterprise where customers and business partners interact electronically.
    • Unify regulatory and legal compliance efforts
    • Gain discipline around common IT security practices
    7-
  • 11. THE CONNECTED CORPORATION
    • General audience and purpose of SCM, CRM and ERP
  • 12. THE CONNECTED CORPORATION
    • Data points where SCM, CRM, and ERP integrate
  • 13. THE CONNECTED CORPORATION
    • 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
  • 14. CUSTOMER RELATIONSHIP MANAGEMENT’S EXPLOSIVE GROWTH
    • Forecasts for CRM Spending (in billions)
  • 15. CUSTOMER RELATIONSHIP MANAGEMENT’S EXPLOSIVE GROWTH
    • CRM Business Drivers
  • 16. Customer Relationship Management Systems (CRM)
    • CRM uses technology to create a cross-functional enterprise system. Integrates and automates many of the processes in sales, marketing and customer service that interact with customers.
    • 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
    7-
  • 17. 7-
  • 18. Analytical CRM 7-
  • 19. Operational CRM supports customer life cycle 7-
  • 20. Customer Service and Operational CRM
  • 21. USING IT TO DRIVE ANALYTICAL CRM
    • Personalization – when a Web site knows enough about a persons likes and dislikes that it can fashion offers that are more likely to appeal to that person
    • Analytical CRM relies heavily on data warehousing technologies and business intelligence to glean insights into customer behavior
    • These systems quickly aggregate, analyze, and disseminate customer information throughout an organization
  • 22. USING IT TO DRIVE ANALYTICAL CRM
    • Analytical CRM information examples
      • Give customers more of what they want
      • Value their time
      • Overdeliver
      • Contact frequently
      • Generate a trustworthy mailing list
      • Follow up
  • 23. CUSTOMER RELATIONSHIP MANAGEMENT’S SUCCESS FACTORS
    • CRM success factors include:
      • Clearly communicate the CRM strategy
      • Define information needs and flows
      • Build an integrated view of the customer
      • Implement in iterations
      • Scalability for organizational growth
  • 24. ERP application components 7- Enterprise resource planning – integrates all departments and functions throughout an organization into a single IT system (or integrated set of IT systems) so that employees can make decisions by viewing information on all business operations
  • 25. Costs of implementing a new ERP * 7-
  • 26. BASICS OF SUPPLY CHAIN
    • Organizations must embrace technologies that can effectively manage supply chains
  • 27. INFORMATION TECHNOLOGY’S ROLE IN THE SUPPLY CHAIN
    • IT’s primary role is to create integrations or tight process and information linkages between functions within a firm
  • 28. Electronic Data Interchange *
    • EDI - The automatic electronic exchange of standard business documents between computers of different organizations.
    7-
  • 29. Marketing Information Systems 7-
  • 30. HRM Systems 7-
  • 31. Accounting Information Systems * 7-
  • 32. Financial Management System Examples 7-