scm

1. CRM and SCM

2. Enterprise systems Customer Relationship Management Enterprise Resource Planning Supply Chain Management Manage all of the organizations interactions with customers – “front office” Manage the majority of an organization’s core internal processes “back office” Manage the movement of materials from suppliers and the movement of finished products through the distribution channel Note: some overlap between classes of systems… What’s the common denominator? e-Commerce Selling products and services using Internet and the WWW

3. CRM Systems

5. CRM : Customer Relationship Management Systems

7. Three ‘dimensions’ of CRM Integrated Customer Data Operational Collaborative Analytic

10. Analytical CRM Data Warehouse

12. Collaborative CRM Collaborative CRM is used where customers “self serve”. This can include a variety of channels, such as internet, email, automated phone/ interactive voice response (IVR). A good example of collaborative CRM is web page personalization. Collaborative CRM uses the output of analytic CRM…..

14. SCM Systems

17. Supply Chain Management and Collaborative Commerce