Mata kuliah : M0204 - Konsep E-Business
Tahun
: 2010
Order fulfillment, eCRM, and other
Support service
Pertemuan 25-26
Learning Objective
- order fulfillment and logistic an overview
- define EC order fulfillment
- describe the major problem of EC order
Fulfillment
- describe various solution of EC order
- describe CRM, its method and relationship
With EC
Order fulfillment and logistic :
an overview
- order fulfillment
- back office operation
- front office operation
- logistic
The EC order fulfillment process
1. making sure the customer will pay
2.checking for in stock availibility
3. arranging shipment
4. insurance
5. replenishment
6. inhouse production
7. use contractors
8. contract with customer
9.return
Administrative activities of order taking
and fulfillment
- product inquiry
- sales quote
- order configuration
- order booking
- order acknowledgement or confirmation
- etc
Problem in order fulfillment
- typical supply chain problem
- inability to deliver product
- high inventory cost
- quality problem
- shipment of wrong product
- etc
Solution to order fulfillment problems
1. improvement in order taking process
2. warehousing and inventory
Management improvement
- automated warehouses
- using wireless technology
Speeding deliveries
- same day, even same hour, delivery
- supermarket delivery
- a speedier superstore using
a drive-in model
- failed delivery companies
Partnering efforts and outsourcing logistic
- comprehensive logistic sevice
- outsourcing logistic
Integrated global logistic system
Handling return ( reverse logistic)
Order fulfillment in B2B
CRM and its relationship with EC
- type of CRM
- Loyalty programs
- prospecting
- save or win back
- cross sell or up sell
The scope of CRM
1. foundation service
2. customer centered service
3. value added service
Benefit and limitation of CRM
- provision of superior customer care through
The use of the internet technologies.
- required integration with company's other
Information system, could be not easy.
Justifying customer service and
CRM programs
- Metrics in customer service and CRM
- response time
- site availability
- download time
- timeliness
- security and privacy
- eCRM analysis
Classification of CRM application
- customer facing application
- customer touching application
- customer centric intelligent application
- online networking and other application