Information Technology for Management Current Technologies ERP CRM SCM

ERP A business management system that integrates all facets of the business, including planning, manufacturing, sales, and marketing. As the ERP methodology has become more popular, software applications have emerged to help business managers implement ERP in business activities such as inventory control, order tracking, customer service, finance and human resources

IT Bridges Information Gap Logistics Resource Maintenance Management Human Resource Sales & Distribution Enterprise Resource Planning System Finance Manufacturing Materials Management Quality Management Strategic & Operation Planning

An example: order fulfillment Before ERP Sales Production Logistics Billing Order Problems: Delays, lost orders, keying into different computer systems invites errors

An example: order fulfillment With ERP Data Finance Analysis Service Manu- facturing Sales E Inventory Human R & Supply Resources P 4

Market Share Of ERP Providers

CRM Customer Relationship Management Gain more control in interaction with customers Manage expectations better Understand what customers really want Provide products that better serve customers Increase trust Competitive advantage

Customer Lifecycle Care

The Benefits of Customer Relationship Management In addition to LTV of the customer, likelihood to recommend is another important benefit of CRM. Retention Lift/upsell Acquisition Likelihood to Recommend Total Perceived Value

SCM Materials are any commodities used directly or indirectly in producing a product or service. Raw materials, component parts, assemblies, and supplies A supply chain is the way materials flow through different organizations from the raw material supplier to the finished goods consumer Supply chain management (SCM) is the process of planning, implementing, and controlling the operations of the supply chain with the purpose to satisfy customer requirements as efficiently as possible.

The Supply Chain with Technology Supplier Inventory Distributor Manufacturer Customer Market research data scheduling information Engineering and design data Order flow and cash flow Ideas and design to satisfy end customer Material flow Credit flow CRM This slide might be used to make the point about the various “flows” - material, information, money. B2C JIT ERP B2B