MODULE - 2 : UNIT - 10
Enterprise Resource Planning Systems,
Customer Relationship Management
Systems,
Management Information Systems,
and
Web Interface & Techniques
for Above Systems
1
“Smile - It's the
second best thing
you can do with
your lips.”
Learning Objectives

Understand the essentials of enterprise systems

Describe the need for integrated software and how
ERP does it.

Describe CRM and its support by IT

Understand MIS and its functions

Understand Web Interface and Techniques
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ERP SYSTEM
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ESSENTIALS OF ENTERPRISE SYSTEMS
ERP
ERP or enterprise systems control all major business
processes with a single software architecture in real time.
 It is comprised of a set of applications that automate routine back-end
operations such as:
 financial management
 inventory management
 scheduling
 order fulfillment
 cost control
 accounts payable and receivable
 It includes front-end operations such as:
 POS
 Field Sales
 Service
 It also increases efficiency, improves quality, productivity, and profitability.
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ESSENTIALS OF ENTERPRISE SYSTEMS
AND SUPPLY CHAINS
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Functions of ERP Systems
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CRM SYSTEM
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Customer Relationship Management
(CRM)
CRM recognizes that customers are the core of a business
and that a company’s success depends on effectively
managing relationships with them. It focuses on building
long–term and sustainable customer relationships that add
value both for the customer and the company.
Types of CRM
Operational CRM
Analytical CRM
Collaborative CRM
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Customer Relationship Management
(CRM) Applications
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Customer Relationship Management
(E-CRM)
CRM has been practiced
manually by corporations for
generations. However, E-CRM
(electronic CRM) started in the
mid-1990’s ,when customers
began using Web browsers, the
Internet, and other electronic
touch points.
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Customer Relationship Management
(E-CRM) (contd.)
 THE SCOPE OF E-CRM. We can differentiate three
levels of e-CRM:
 Foundational service. This includes the minimum
necessary services such as Website responsiveness
(e.g., how quickly and accurately the service is
provided), site effectiveness, and order fulfillment.
 Customer-centered services. These services include
order tracking, product configuration and
customization, and security/trust. These are the
services that matter the most to customers.
 Value-added services. These are extra services such
as online auctions and online training and education.
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Customer Relationship Management
(CRM) Activities
 Customer Service on the Web
Search and Comparison of Capabilities
Free Products and Services
Technical and Other Information and
Service
Allowing Customers to Order Products and
Services Online
Letting Customers Track Accounts or Order
Status
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Customer Relationship Management
(CRM) Activities (contd.)
Tools for Customer Service
Personalized Web Pages
FAQs
Chat Rooms
E-Mail and Automated Response
Call Centers
Troubleshooting Tools
Wireless CRM
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Management Information System
(MIS):
Management level
 Inputs: High volume data
 Processing: Simple models
 Outputs: Summary reports
 Users: Middle managers
Example: Annual budgeting
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Management Information Systems
(MIS)
These systems access, organize,
summarize, and display information for
supporting routine decision making in the
functional areas.
Geared toward middle managers, MIS are
characterized mainly by their ability to
produce periodic reports such as a daily
list of employees and the hours they work,
or a monthly report of expenses as
compared to a budget
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Management Information Systems
(MIS) (contd.)
Typical uses would be in Replenishment,
Pricing Analysis (Markdowns) and Sales
Management
Decisions supported are more structured
Primary purpose to process data into
information
Provides reports based on routine flow of
data
Assists in general control of the orgn.
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Management Information System
(MIS)
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Management Information System
(MIS)
 Structured and semi-structured decisions
 Report control oriented
 Past and present data
 Internal orientation
 Lengthy design process
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Managerial Issues
How much to integrate?
Role of IT
Organizational adaptability
The Customer is king/queen
Set CRM policies with care
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END OF MODULE - 2 : UNIT - 10
Enterprise Resource Planning Systems,
Customer Relationship Management
Systems,
Management Information Systems,
and
Web Interface & Techniques
for Above Systems
22