Information Technology Management-Case 8

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Opening Case Questions

“Application: Demonstrate why Zappos would need to implement SCM, CRM, and ERP for a connected corporation?” based on the case Zappos Is Passionate for Customers.

Zappos would need to implement SCM, CRM, and ERP for a connected corporation because these are all important part of business. SCM is the management of information flows between and among activities in a supply chain to maximize total supply chain effectiveness and corporate profitability. SCM systems create the integrations or tight process and information linkages between all participants in the supply chains. Zappos would need to implement SCM because even though they have built an extranet that provides its vendors with all kinds if product information, the SCM would bring it all together and join all members of the supply chain, instead of Zappos trying to link them together one by one. CRM is a means if managing all aspects of a customer’s relationship with an organization to increase customer loyalty, retention and profitability. There are many benefits of CRM and if Zappos was to implement CRM they would be better able to treat customers as individuals by gaining important insights into their shopping preferences and shopping behaviors. Furthermore Zappos could ensure that these customers receive the highest levels of customer service and are offered the opportunity to purchase new products. Finally, ERP integrates all departments and functions throughout an organization into a single IT system ( or integrates set of IT systems), so that employees can make decisions by viewing enterprise wide information about all business operations. This could help Zappos maintain a level of consistency between all departments and would allow employees to make decisions based on that consistency throughout the company.
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