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Chap08 Enterprise Business Systems

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The document discusses key aspects of customer relationship management (CRM), enterprise resource planning (ERP), and supply chain management (SCM) systems. It provides definitions and examples of each, including business processes supported, customer/business value, and potential challenges. Case studies illustrate how companies have implemented CRM, ERP and SCM systems, and both realized benefits and faced challenges, such as change management and technical issues. Trends including analytical, collaborative and portal-based systems are also discussed.

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Enterprise Business Systems Chapter 8
[object Object],[object Object],[object Object],[object Object],Learning Objectives
Why Study Customer Relationship Management? ,[object Object]
Case #1: Implementing CRM Systems ,[object Object],[object Object]
Case #1: Implementing CRM Systems ,[object Object],[object Object],[object Object]
Case #1: Implementing CRM Systems ,[object Object],[object Object],[object Object]
Case #1: Implementing CRM Systems ,[object Object],[object Object]
Case #1: Implementing CRM Systems ,[object Object],[object Object]
Customer Relationship Management (CRM) ,[object Object],[object Object]
CRM Application Clusters
CRM Application Components ,[object Object],[object Object]
CRM Application Components ,[object Object],[object Object]
CRM Application Components ,[object Object]
Three Phases of CRM
Three Phases of CRM ,[object Object],[object Object],[object Object]
Benefits of CRM ,[object Object],[object Object]
Benefits of CRM ,[object Object],[object Object]
CRM Failures ,[object Object],[object Object],[object Object]
Trends in CRM ,[object Object],[object Object],[object Object],[object Object]
Operational CRM ,[object Object],[object Object],[object Object]
Analytical CRM ,[object Object],[object Object],[object Object]
Collaborative CRM ,[object Object],[object Object],[object Object]
Portal-based CRM ,[object Object],[object Object],[object Object]
Partner Relationship Management (PRM) ,[object Object],[object Object]
Case #2: Challenges of Implementing ERP ,[object Object]
Case #2: Challenges of Implementing ERP ,[object Object],[object Object],[object Object],[object Object]
Case #2: Challenges of Implementing ERP ,[object Object],[object Object]
Case #2: Challenges of Implementing ERP ,[object Object]
Enterprise Resource Planning (ERP) ,[object Object],[object Object]
ERP Application Components
ERP Process & Information Flows
ERP Benefits ,[object Object],[object Object]
ERP Benefits ,[object Object],[object Object]
Costs of ERP
Causes of ERP Failures ,[object Object],[object Object],[object Object],[object Object]
Trends in ERP
Case #3: Business Value of SCM ,[object Object],[object Object],[object Object],[object Object]
Case #3: Business Value of SCM ,[object Object],[object Object],[object Object],[object Object]
Case #3: Business Value of SCM ,[object Object],[object Object]
Case #3: Business Value of SCM ,[object Object],[object Object]
Supply Chain Management (SCM) ,[object Object],[object Object]
SCM Life Cycle
Electronic Data Interchange (EDI) ,[object Object],[object Object]
EDI Activities
Role of SCM
SCM Planning Functions ,[object Object],[object Object]
SCM Execution Functions ,[object Object],[object Object]
SCM Execution Functions ,[object Object],[object Object]
SCM Execution Functions ,[object Object]
SCM Objectives
SCM Benefits ,[object Object],[object Object],[object Object],[object Object],[object Object]
Causes of SCM Failures ,[object Object],[object Object],[object Object],[object Object],[object Object]
Trends in SCM
Case #4: Benefits & Challenges of SCM ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Case #4: Benefits & Challenges of SCM ,[object Object],[object Object],[object Object],[object Object]
Case #4: Benefits & Challenges of SCM ,[object Object],[object Object]
Case #4: Benefits & Challenges of SCM ,[object Object]
Case #5: SCM Best Practices ,[object Object],[object Object],[object Object]
Case #5: SCM Best Practices ,[object Object],[object Object],[object Object],[object Object]
Case #5: SCM Best Practices ,[object Object],[object Object]
Case #5: SCM Best Practices ,[object Object]
Summary ,[object Object]
Summary ,[object Object]
Summary ,[object Object]
End of Chapter Chapter 8

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Chap08 Enterprise Business Systems