Xem mẫu
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
nguon tai.lieu . vn