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BIS 221 Week 2 participation Introduction to Information Systems, Ch. 11: Customer Relationship Management and Supply Chain Management Barcodes or RFID? Hello All, Many firms now use RFID and sensors for food and beverage tracking versus using bar codes. The RFID and sensor system allowed officials with readers to determine whether a food had been subjected to temperatures outside a specified range, rather than just reading a bar code to determine that the correct food was in the correct box. But RFID is much more expensive than an ordinary, printed barcode. Do you see more replacement of barcodes with RFID? RFID Hello all, What are potential problems with using RFID tags throughout Airbus’s parts supply chain? Customer-facing applications and customer-touching applications? Hello all, This chapter discusses the various aspects of building long-term customer relationships through Customer Relationship Management (CRM). Customer relationship management (CRM) is an organizational strategy that is customer-focused and customer-driven. That is, organizations concentrate on satisfying customers by assessing their requirements for products and services, and then providing high-quality, responsive service. CRM is not a process or a technology per-se; rather, it is a way of thinking and acting in a customer-centric fashion. Two major aspects of CRM are operational CRM and analytical CRM. Operational CRM is the component of CRM that supports the front-office business processes. These processes are those that directly interact with customers; that is, sales, marketing, and service. Whereas operational CRM supports front-office business processes, analytical CRM systems analyze customer behavior and perceptions in order to provide actionable business intelligence. The chapter concludes with a look at additional types of CRM, which include mobile CRM, on-demand CRM, and open-source CRM. CRM is critical to the success of modern businesses as customers are supremely important to all organizations and CRM builds sustainable long-term customer relationships that create value for the company as well as for the customer. That is, CRM helps companies acquire new customers, retain existing profitable customers, and grow the relationships with existing customers. The customers are the core of a successful enterprise, and the success of the enterprise depends on effectively managing relationships with them, which CRM allows them to perform. Regardless of your particular job, you have either a direct or an indirect impact on your firm’s customers. Therefore, it is important that you possess a working knowledge of CRM. CRM builds sustainable long-term customer relationships that create value for the company as well as for the customer. That is, CRM helps companies acquire new customers, retain existing profitable customers, and grow the relationships with existing customers. The customers are the core of a successful enterprise, and the success of the enterprise depends on effectively managing relationships with them, which CRM allows them to perform. It works by developing and leveraging customer touch points. Customer touch points include telephone calls, email, chat sessions, promotions, and the company web site. Anywhere a customer comes in contact with the organization is a touch point. What are the differences between customer-facing applications and customer-touching applications? Operational CRM and analytical CRM? Hello All What is the relationship between operational CRM and analytical CRM? What are some of the functions of analytical CRM?
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Umješnost upravljanja u odnosima s klijentima (eng. Customer Relationship Management, CRM) oblik je poslovne strategije u kojoj je kupac na prvom mjestu i u fokusu svih poslovnih događanja. CRM je ujedno i pojam koji znači usklađivanje poslovnih procesa, organizacijske strukture i kulture tvrtke s ciljem da se u svim kontaktima s korisnicima zadovolje njihove potrebe i ostvare poslovna korist i dobit. Dobar i dugotrajan odnos s kupcima vrlo je važan za svaku tvrtku. CRM ne podrazumijeva samo osvajanje novih korisnika, već i stalnu brigu za postojeće. Postavlja se pitanje da li je moguće baš svakog korisnika zadovoljiti na ekonomski opravdan način. Pronalaženje odgovora na to pitanje bit je CRM-a. Za upravljanje odnosa s kupcima potrebno je stalno prikupljanje podataka i informacija o postojećim, ali i potencijalnim kupcima, koji će se kasnije koristiti u marketinškim projektima. Najbolji rezultat postiže se ako vaš ERP sustav ima i CRM alat jer se štedi vrijeme ponovnog unosa podataka, a sve informacije nalaze se na jednom mjestu. Glavne mogućnosti našeg rješenja su - Upravljanje procesima prodaje i prodajnim prilikama - Upravljanje projektima i radnim nalozima - Podrška klijentima - E-mail integracija - Izvještaji i nadzor poslovnih procesa - Upravljanje korisnicima i timovima - Arhiviranje i pretraživanje kompletne poslovne dokumentacije