This document discusses various business information systems including CRM, HRMS, SCM, MIS, and ERP. It provides overviews and definitions of each system. CRM involves identifying and enhancing relationships with customers. HRMS handles payroll, time and attendance, performance reviews, and other human resource functions using software. SCM manages supply chains from production to distribution. MIS provides organized marketing information and includes internal reporting, research, intelligence, and models. ERP integrates databases across departments into a single system for coordinated resource management.

1. ERP
CRM
SCM MIS
HRMS
Fouad Gemayel, Francois Mehchy, Joseph Rihani,
Magaly Mosleh & Melissa Francis

2. Outline
1- CRM
2- HRMS
3- SCM
4- MIS
5- ERP

3. CRM
Customer Relationship Management

4. What is CRM?
“The approach of identifying, establishing, maintaining,
and enhancing lasting relationships with customers.”
“The formation of bonds between a company and its
customers.”

5. •CRM requires major integration of systems which few companies have
• CRM requires turning round existing systems to store, record and retrieve
on a customer-centric basis
• CRM requires people to stop thinking about departmental boundaries and
to start thinking about how as a team the company can help the customer

6. Cross Selling
•Selling a product or service to a customer as a result of another purchase
•Selling the right product to the right customer
•Selling more products to a customer increases revenue from that customer and
costs less than acquiring a new one
•It is critical to understand the ways by which customers evaluate how and whether
to respond to promotions
•Not every customer is a good candidate

7. Up selling and customer retention
Up-Selling
•Motivating customers to trade up to more profitable products
Customer Retention
•Analyzing customer attrition
•Understanding why customers have left
•Understanding who

8. Behavior Prediction
Using modeling and data mining techniques, including:
•Propensity to buy analysis:
What product is a particular customer likely to buy next
•Next sequential purchase:
What product is a customer likely to buy next
•Product affinity analysis:
Which products will be purchased with other products
•Price elasticity modeling and dynamic pricing:
Determining the optimal price for a given product

9. New era of business marketing is dependent upon
managing relationships.
Collaborative advantage is:
•Demonstrating special skills with “key” customers or
•Developing innovative strategies with alliance partners

10. CRM is revolutionary
•Grocery stores have been in the business of stocking shelves
•Banks have been in the business of managing the spread between
money borrowed and money lent
•Insurance companies have been in the business of managing loss
ratios
•Telecoms have been in the business of completing telephone calls
•Key point: More companies are beginning to view customers as their
primary asset

11. Functionality

14. HRMS
Human Resources Management System

15. What is HRMS
•HRMS stands for Human Resources Management
System.
•HRMS is a mix between the “traditional” HR job and the
use of softwares to do that job.
•Eliminates the majority of the paperwork previously
required.

16. What is HRMS
•HRMS currently handles:
1.Payroll
2.Time and attendance
3.Performance appraisal
4.Benefits administration
5.HR management information system
6.Recruiting/Learning management
7.Performance record
8.Employee self-service
9.Scheduling
10.Absence management
11.Analytics

17. What is HRMS
•The most recommended HRMS softwares:
–HRM Direct
–iCIMS Talent Platform
–Halogen Talent Management Suite
–The Resumator
–TribeHR
–The Applicant Manager
–BambooHR
–Kronos Workforce Ready
–Sage HRMS (formerly Sage Abra)
–Hyrell Online Recruiting and Hiring Manager
(source : www.softwareadvice.com/hr/)

18. Example: Oracle

19. SCM
Supply Chain Management

20. What is Supply Chain Management ?
- Example with a bottle of water
- SC covers everything from production, to
product development to the information system
- Results from the efforts of various organization

21. What is Supply Chain Management ?

22. Managing Supply
- SC are the bones and the muscles of an
organisation
-Need to buy high quality materials and
services
-Should go well beyond cost
- Need to have excellent relationship,
negotiation and analytical skills

23. Supply Chain Management Software
-Planning Applications
-Execution Applications
-SCM applications open data models
improve the time-to-market of products, and
reduce costs

27. MIS
Marketing Information Service

28. What is MIS?
A computerized system that provides an
organized flow of information to enable and
support the marketing activities of an
organization.

29. Components of a marketing info system

30. 4 main constituent parts:
●The internal reporting system
●The marketing research system
●The marketing intelligence system
●Marketing models

31. Examples of marketing models:
· Time series sales modes
· Brand switching models
· Linear programming
· Elasticity models (price, incomes, demand, supply, etc.)
· Regression and correlation models
· Analysis of Variance (ANOVA) models
· Sensitivity analysis
· Discounted cash flow
· Spreadsheet 'what if models

32. 8 steps to creating an effective MIS
1. Start with the accounting system
2. Market information form
3. Lead card
4. Hot list
5. Promotion effectiveness report
6. Market research
7. Secondary research
8. Primary research

33. ERP
Enterprise Resource Planning

34. Definition
● It is a process of managing all resources and
their use in the entire enterprise in a
coordinated manner.
● It combines all databases across
departments into a single database that can
be accessed by all employees.

36. Benefits of ERP
● Improved integration, flexibility, speed and efficiency
● Fewer errors
● More complete access to information
● Lower total costs in the complete supply chain
● Shorten throughput times
● Sustained involvement and commitment of the top management
● Improve product quality
● Provide more reliable delivery dates and higher service to the

37. Risk with ERP implementation
● Expensive (can costs 100 thousands to millions of
dollars)
● Time-consuming (can take months to years)
● Transfer of Knowledge (education and training)
● Changes in employee responsibilities
● Impact on organizational structure (front office vs. back
office, product lines, etc.)

38. Main ERP vendors

39. Before ERP

40. After ERP