chapter 11 and 12

Assalammualaikum :)

With having customer relationship management can achieve the organization :

• -          Provide better customer services
• -          Make call centers more efficient
• -          Cross sell products more effectively
• -          Help sales staff close deals faster
• -          Simplify marketing and sales processes
• -          Discover new costumers
• -          Increase customer revenues.

Besides, using analytical CRM also can increase decisions. This is because they have supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers.

Factors that affect the CRM become success:

• -          Clearly communicate the CRM strategy
• -          Define information needs and flows
• -          Build and integrated view of the customer
• -          Implement in iterations
• -          Scalability for organizational growth.

 All Enterprise Resources Planning (ERP) system is database, when a user enters or updates information in one module; it is immediately and automatically updated throughout the entire system.

SCM, CRM and ERP are the backbone of e-business, without all the system the business cannot achieve the organizational goal and objectives.

ERP systems must integrate various organization processes and be flexible, modular and open, comprehensive and beyond the company.

ERP solutions are growing because:

• -          Is a logical solution to the mess of incompatible applications that had sprung up in most businesses
• -          ERP addresses the need for global information sharing and reporting
• -          Is used to avoid the pain and expense of fixing legacy systems.

Integration tools was divide into 2

• -          Middleware
• -          Enterprise application integration (EAI)
• 
  

 thank you for reading... :)