duraibose@gmail.com session 2 & 3. duraibose@gmail.com erp system providers customer...

duraibose@gmail.com

Session 2 & 3

duraibose@gmail.com

ERP System Providers

Customer Relationship Management

Supply Chain Management

Product Life Cycle Management

Business Intelligence

Financial Management

E-Commerce

Project Management

Sales & Logistics

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C R M

Customer Relationship Management (CRM) includes the methodologies, strategies,

software, and web-based capabilities that help an enterprise organize and manage customer relationships. Companies utilize

this approach to gain a better understanding of their customer's wants and needs.

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Need for Good CRM Identify customer success factors Create a customer-based culture Adopt customer-based measures

Develop an end-to-end process to serve customers

Recommend what questions to ask to help a customer solve a problem

Recommend what to tell a customer with a complaint about a purchase

Track all aspects of selling to customers and prospects as well as customer support.

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Supply Chain Management

Supply chain management (SCM) is the combination of art and science that goes into

improving the way your company finds the raw components it needs to make a product

or service and deliver it to customers

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SCM – Example of a Supply Network

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SCM Enabled

Fulfillment Logistics

Production Costs

Revenue & Profit Cooperation

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Product Life Cycle Management

The product lifecycle goes though many phases and involves many professional disciplines and requires many skills, tools and processes. Product life cycle

management (PLC) is to do with the life of a product in the market with respect to business/commercial

costs and sales measures; whereas Product Lifecycle Management (PLM) is more to do with

managing descriptions and properties of a product through its development and useful life, mainly from

a business/engineering point of view.

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Stages of PLC

New product development stage Market introduction stage

Growth stage Mature stage

Decline or Stability stage

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Stage 1 & 2

New product development stage very expensive

no sales revenue losses

Market introduction stage cost high

sales volume low no/little competition - competitive manufacturers watch

for acceptance/segment growth losses

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Growth Stage

costs reduced due to economies of scale sales volume increases significantly

profitability public awareness

competition begins to increase with a few new players in establishing market

prices to maximize market share

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Mature Stage

costs are very low as you are well established in market & no need for publicity.

sales volume peaks increase in competitive offerings

prices tend to drop due to the proliferation of competing products

brand differentiation, feature diversification, as each player seeks to differentiate from

competition with "how much product" is offered very profitable

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Decline or Stability stage

costs become counter-optimal

sales volume decline or stabilize

prices, profitability diminish

profit becomes more a challenge of production/distribution efficiency than increased

sales

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Business Intelligence

A broad category of applications and technologies for gathering, providing access to, and analyzing data for the purpose of helping enterprise users

make better business decisions. The term implies having a comprehensive knowledge of all of the

factors that affect your business. It is imperative that you have an in depth knowledge about factors such as your customers, competitors, business partners, economic environment, and internal operations to

make effective and good quality business decisions.

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Business Intelligence

The position of your firm as in comparison to its competitors

Changes in customer behaviour and spending patterns

The capabilities of your firm Market conditions, future trends, demographic and

economic information The social, regulatory, and political environment

What the other firms in the market are doing

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Factors Influencing Business Intelligence

Customers

Competitors

Business Partners

Economic Environment

Internal Operations

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BI Technical Issues Security and specified user access to the

warehouse

Data volume (capacity)

How long data will be stored for (data retention)

Benchmark and performance targets

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Financial Management The management and recording of the flow of

money.

Planning the future use of money

Ensuring that the money is well spent and not misused

Is essential to building financial sustainability

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Flow of Money

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Future use of Money in an Organization

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Flow of FM

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E- Commerce

Electronic commerce, EC, e-commerce or ecommerce consists primarily of the

distributing, buying, selling, marketing, and servicing of products or services over

electronic systems such as the Internet and other computer networks. The information

technology industry might see it as an electronic business application aimed at

commercial transactions.

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Functions of E-Commerce

It can involve electronic funds transfer, supply chain management, e-marketing, online

marketing, online transaction processing, electronic data interchange (EDI), automated

inventory management systems, and automated data collection systems. It typically uses electronic communications technology such as the Internet, extranets, e-mail, e-books, databases, and mobile phones.

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Financial Users of E-Commerce

iBill Moneybookers

PayPal WebMoney

Yahoo! Rediff.com

Amazon.com

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Project Management

Project management is the discipline of defining and achieving finite objectives. The challenge of

project management is the optimized integration and allocation of the inputs needed to meet those pre-

defined objectives. The project, therefore, is a carefully selected set of activities chosen to use

resources (time, money, people, materials, energy, space, provisions, communication, quality, risk, etc.)

to meet the pre-defined objectives.

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Project Management Activities

Planning the work or objectives Analysis & Design of objectives Assessing and mitigating risk

Estimating resources Allocation of resources

Organizing the work Acquiring human and material resources

Assigning tasks Directing activities

Controlling project execution Tracking and Reporting progress

Analyzing the results based on the facts achieved