Week Four

Question 1

Customer Relationship Management

Answer 1

Sales, Marketing, Service

Question 2

Customer Relationship Management concepts:

Answer 2

Knowing the customer

Too many customers and too many ways
customers interact with firm

Question 3

Supply Chain concepts:

Answer 3

• Match supply to demand
• Reduce inventory levels
• Improve delivery service
• Speed product time to market
• Use assets more effectively
• Total supply chain costs can be 75 percent of operating budget
• Increase sales

Question 4

Enterprise Application Challenges:

Answer 4

• Expensive to purchase and implement
• Many projects experience cost overruns
• Long development times
• Technology changes
• Business process changes
• Organizational learning changes
• Switching costs, dependence on software vendors
• Data standardization, management, cleansing

Question 5

Next-Generation Enterprise systems:

Answer 5

• Make applications more flexible, web-enabled, integrated with other
  systems
• Cloud-based versions
• Functionality for mobile platform
• Versions also available for small and medium sized businesses
• Social CRM
• Business intelligence