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Customer relationship management (CRM): Focuses on making relationships with customers who bring profit to the company.
Enterprise Resource Planning (ERP): Focuses on the efficiency and effectiveness of a firms production, distribution, and financial processes.
Supply chain management (SCM): Focuses on developing the most efficient and effective processes with the suppliers for the products and services a business needs.
Enterprise Application Integration (EAI): Software used by companies to connect their ebusiness applications.
Enterprise Collaboration Systems (ECS): Software that focuses on communication between employees.
3 phases of CRM
1- Allows a business to identify and target its best customers. 2- Possible customization of products based on customer needs and wants. 3- Keeps track of customer contacts.
Benefits of CRM
Failures of CRM
1- Lack of understanding and preparation. 2- When new CRM is installed, management is not trained or replaced.
ERP
Supports basic internal business processes An integrated suite of software modules
ERP components
Quality and efficiency: ERP creates a system to improve a companys internal processes which results in more effective customer service, production, and distribution. Decreased costs: ERP systems have low costs for hardware, software and IT support. Enterprise agility: ERP breaks down some functional walls of business processes which results in a more open and more competitive business
Sales
Reengineering 15 43 Hardware
15
The costs of hardware and software are a small part of total costs, and the costs of developing new business process (reengineering) and preparing the employees for the new system (training and change management) make up the biggest part of the total costs.
The major failure is that managers underestimate the complexity of the ERP systems and the amount of help ERP could provide. They fail to train their employees on how to use ERP and they fail.
ECS tools
Marketing
Interactive marketing
Customer-focused marketing process that is based on using internet, intranets, and extranets to establish two-way transactions between business and customers.