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Copyright © 2006, The McGraw­Hill Companies, Inc. All rights reserved. 8 - 1 Chapter 8 Enterprise Business Systems Copyright © 2006, The McGraw­Hill Companies, Inc. All rights reserved. 8 - 2 Learning Objectives 1. Identify and give examples to illustrate the following aspects of customer relationship management, enterprise resource management, and supply chain management systems: • Business processes supported • Customer and business value provided • Potential challenges and trends Copyright © 2006, The McGraw­Hill Companies, Inc. All rights reserved. 8 - 3 Why Study Customer Relationship Management? • It is easier than ever for customers to comparison shop and, with a click of the mouse, to switch companies. As a result, customer relationships have become a company’s most valued asset. Copyright © 2006, The McGraw­Hill Companies, Inc. All rights reserved. 8 - 4 Case #1: Implementing CRM Systems Mitsubishi Motor Sales Goal: • Call center should provide one voice and one set of ears for the customer Copyright © 2006, The McGraw­Hill Companies, Inc. All rights reserved. 8 - 5 ... - tailieumienphi.vn
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