Electronic Business Systems - Enterprise Business Systems

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ATR 305

ELECTRONIC BUSINESS SYSTEMS

CEYDA ZA I M
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ENTERPRISE BUSINESS SYSTEMS
 Cross-Functional Enterprise Applications
 Customer Relationship Management  Enterprise Resource Planning  Supply Chain Management  Enterprise Application Integration

 Enterprise Collabration Systems

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ENTERPRI SE BUSI NESS SYSTEMS

INTRODUCTION

 E-Business Applications The usage of web enabled networks which provides all the shared information of e -commerce (buying, selling, marketing etc.), enterprise communications and collabrations, the ongoing process between partners.

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ENTERPRISE BUSINESS SYSTEMS

CROSS-FUNCTIONAL ENTERPRISE APPLICATIONS
 I ntegrated combinations of information subsystems that share informati on resources and support business process es across the functional units  A strategi c way to use I T to share informati on resources & improv e efficiency & effectiv eness  I nstalling softwares from SA P, Oracle, Microsoft, I BM  Focused on supporti ng integrated groups of business proces s es inv ol v ed in operati ons .

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ENTERPRISE BUSINESS SYSTEMS

CROSS-FUNCTIONAL ENTERPRISE APPLICATIONS
 Enterprise Application Architecture
Many companies install these major e -business applications. Following figure shows the interrelationships of the basic components, processes and interfacesof the softwares.

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ENTERPRISE BUSINESS SYSTEMS

CROSS-FUNCTIONAL ENTERPRISE APPLICATIONS
 Enterprise Application Architecture

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ENTERPRISE BUSINESS SYSTEMS

CUSTOMER RELATIONSHIP MANAGEMENT (CRM)
What is CRM?
 Knowing the Customer in large businesses, too many customers and too many ways customers interact with firm  „Capture and integrate customer data from all over the organization  „Consolidate and analyze customer data  „Distribute customer information to various systems and customer touch points across enterprise  „Provide single enterprise view of customers

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ENTERPRISE BUSINESS SYSTEMS

CUSTOMER RELATIONSHIP MANAGEMENT (CRM)
The major application components of a CRM system

Let’s take a close look at them
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ENTERPRISE BUSINESS SYSTEMS

CUSTOMER RELATIONSHIP MANAGEMENT (CRM)
Sales
 Provides sales reps with software tools and data they need to support and manage sales activities  Sales Force Automation (SFA) o Sales prospect/contact information, sales quote generation o Salesperson efficiency ↑, Cost per sale ↓

 Tools to optimize cross-/up-selling
o Cross-selling is trying to sell a customer of one product with a related product o Up-selling is trying to sell customer a better product than they are currently seeking 9 /42

ENTERPRISE BUSINESS SYSTEMS

CUSTOMER RELATIONSHIP MANAGEMENT (CRM)
Marketing and Fulfillment,
 Help marketing professionals accomplish direct marketing campaigns  Qualifying leads for targeted marketing and scheduling and tracking direct marketing mailings

Contract and Account Management
 Helps sales, marketing and service professionals  Capture and track data about past and planned contacts with customers and prospects 10 /42

ENTERPRISE BUSINESS SYSTEMS

CUSTOMER RELATIONSHIP MANAGEMENT (CRM)
Customer Service and Support
 Provides sales reps with software tools and database access (customer database) shared by sales and marketing professions  Helps create, assign and manage requests for service  Call center software → Routes calls to customer support agents based upon their skills and type of call  Help desk software → Provides relevant service data/suggestions for resolving problems for customer service representatives helping customers with problems 11 /42

ENTERPRISE BUSINESS SYSTEMS

CUSTOMER RELATIONSHIP MANAGEMENT (CRM)
Retention and Loyalty Programs
 „ otivation M
 It costs 6 times more to sell to a new customer than existing one  A typical dissatisfied customer tells 8-10 people about his/her experience  Profit can be boost up to 85% by...
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