Introduction to Enterprise Applications

1. Introduction to Enterprise Applications

2. Enterprise Resource Planning (ERP) Introduction :-ERP is the technological backbone of e-business, an enterprise wide transaction framework with links into sales order processing, inventory management and control, production and distribution planning and finance. For Ex: ERP software for a manufacturing company will typically process the data from and track the status of sales, inventory, shipping and invoicing as well as forecast raw material and human resource requirements.

3. Components of Enterprise Resource Planning

4. Benefits and Challenges of ERP :- Many business value in their use of ERP several basic ways. • Quality and efficiency :- ERP creates a framework for integrating and improving a company’s internal business processes that results in significant improvements in the quality and efficiency of customer service, production and distribution. • Decreased Costs :- Many companies report significant reductions in transaction processing costs and hardware, software and IT support staff that were replaced by their new ERP systems.

5. 3. Decision Support :- ERP provides vital cross-functional information on business performance to managers quickly to significantly improve their ability to make better decisions in a timely manner across the entire business enterprise. 4. Enterprise agility (Quickness, Expertness) :- Implementing ERP systems breaks down many former departmental and functional walls of business processes, information systems, and information resources. This results in more flexible organizational structures, managerial responsibilities and work roles and work force that can more easily capitalize on new business opportunities.

6. Customer Relationship Management :-- • A customer-centric focus • Customer relationships have become a company’s most valued asset • Every company’s strategy should be to find and retain the most profitable customers possible • The overall goals are to find, attract, and win new clients and retain those the company already has .

7. Application in CRM :-

8. 1. Contact and Account Management : • CRM helps sales, marketing, and service professionals capture and track relevant data about • Every past and planned contact with prospects and customers • Other business and life cycle events of customer • Data are captured through customer touch points • Telephone, fax, e-mail • Websites, retail stores • Personal contact

9. 2. Sales : • A CRM system provides sales with the tools and data resources they need to • Support and manage their sales activities • Optimize cross- and up-selling • CRM also provides the means to check on a customer’s account status and history before scheduling a sales call

10. 3. Marketing and Fulfillment: • CRM systems help with direct marketing campaigns by automatic such tasks as • Qualifying leads for targeted marketing • Scheduling and tracking mailings • Capturing and managing responses • Analyzing the business value of the campaign • Fulfilling responses and requests

11. 4. Customer Service and Support : • A CRM system gives service real-time access to the same database used by sales and marketing • Requests for service are created, assigned, and managed • Call center software routes calls to agents • Help desk software provides service data and suggestions for solving problems • Web-based self-service enables customers to access personalized support information

12. 5. Retention and Loyalty Programs : • It costs 6 times more to sell to a new customer • The odds of selling to an existing customer are 50 percent; a new one 15 percent • About 70 percent of customers will do business with the company again if a problem is quickly taken care of.

13. Retention and Loyalty Programs Cont… • Enhancing and optimizing customer retention and loyalty is a primary objective of CRM • Identify, reward, and market to the most loyal and profitable customers • Evaluate targeted marketing and relationship programs

14. Three Phases of CRM :

15. Above figure illustrates another way to think about the customer and business value and components of customer relationship management. It support the three phases of the relationship between a business and its customers. Three Phases Of CRM : 1. Acquire (Obtain, Get) : A business relies on CRM software tools and databases to help it acquire new customer by doing a superior job of contact management, sales prospecting, selling, direct marketing and fulfillment.

16. 2. Enhance (Improve, Increase) : Web-enabled CRM account management and customer service and support tools help keep customers happy by supporting superior service from a responsive networked team of sales and service specialists and business partners. CRM sales force automation and direct marketing and fulfillment tools help companies cross-sell and up-sell to their customers, thus increasing their profitability to the business.

17. 3. Retain (Keep,Hold) : CRM analytical software and databases help a company proactively identify and reward it most loyal and profitable customers to retain and expand their business via targeted marketing and relationship marketing programs. The value the customers perceive is of a rewarding personalized business relationship with “ their company”.

18. Benefits of CRM :- • Benefits of CRM • Identify and target the best customers • Real-time customization and personalization of products and services • Track when and how a customer contacts the company • Provide a consistent customer experience • Provide superior service and support across all customer contact points

19. Supply Chain Management :- Supply chain Management is a cross functional interenterprise system that uses information technology to help support and manage the links between some of a company’s key business processes and those of it’s suppliers, customers, and business partners.

20. Fundamentally, supply chain management helps a company : • Get the right products • To the right place • At the right time • In the proper quantity • At an acceptable cost

21. Goals Of SCM :- The Goal of SCM is to create a fast, efficient and low cost network of business relationships, or supply chain to get a company’s products from concept to market. • The goal or Objective of SCM is to efficiently • Forecast demand • Control inventory • Enhance relationships with customers, suppliers, distributors, and others • Receive feedback on the status of every link in the supply chain

22. Supply Chain Life Cycle :-

23. E-commerce:- Electronic Commerce is exactly analogous to a marketplace on the Internet. Electronic Commerce 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.

24. > Classification / Categories of EC by nature of Transaction: • (1) B2B: Business-to-business electronic commerce (B2B) typically takes the form of automated processes between trading partners and is performed in much higher volumes than business-to-consumer (B2C) applications. • B2B also is used to identify sales transactions between businesses. For example a Intel selling micro processors to Dell company would likely be a B2B sales organization.

25. (2) B2C: Business-to-consumer electronic commerce (B2C) is a form of electronic commerce in which products or services are sold from a firm or company to a consumer.. Ex:- Dell selling me a laptop • Advantages of B2C e-commerce • Shopping can be faster and more convenient. • Offerings and prices can change instantaneously. • Call centers can be integrated with the website. • Broadband telecommunications will enhance the buying experience.

26. (3) C2C: Consumer-to-consumer (or C2C) electronic commerce involves the electronically-facilitated transactions between consumers through some third party. A common example is the online auction, in which a consumer posts an item for sale and other consumers bid to purchase it; the third party generally charges a fee or commission. The sites are only intermediaries, just there to match consumers, they have do not check quality of product being offered. Ex:- Ram buying an iPod from Shyam on eBay

27. Advantages of C2C • Broader market • Eliminates intermediary • Constantly changing, updating • Always there so that consumers can use it whenever they want • Disadvantages of C2C • No quality control • No payment guarantee • Hard to pay for using cheques, ATM cards, etc. but in the future this is likely to change.

28. (4) C2B: C2B (consumer to business) is a business model in which consumers (individuals) offer products and services to companies and the companies pay them. This business model is a complete reversal of traditional business model where companies offer goods and services to consumers. Ex:- Ram selling his old school books to a second hand book shop

29. (5) Intra Business E-Commerce: The intra business E-Commerce category includes all internal organizational activities that involve the exchange of goods, services or information among various units and individuals in that organization. Intra business E-commerce is usually performed on intranets or corporate portals.

30. (6) Non Business E-commerce : An increased number of non business institutions such as academic institutions, not-for-profit organizations, religious organizations, social organizations and government agencies are using EC to reduce their expenses or to improve their general operations and customer services.