Chapter 8

Interactive Voice Response
(Customer Service CRM)

Predictive Dialing
(Customer Service CRM)

Call Scripting Systems
(Customer Service CRM)

Web-Based Self-Service

Enterprise Resource Planning System
(ERPS)

Best Practices

Legacy (Standalone) Systems

ERP Systems

ERP Benefits

ERP risks/costs

Supply Chain

Supply Chain Management

Upstream

Transformation

Downstream

Supply Chain Management Advantages

Poor Supply Chain Management

Supply Chain Visibility

Bullwhip Effect

Supply Chain Planning Systems

Supply Chain Execution Systems

Facility

Inventory

SCM Inventory management and control software

Cycle Inventory

Safety Stock (Inventory)

Production

Transportation

Transportation Methods

Transportation Route

Intranets

Extranets

Push-Based Model
(Built to Stock)

Pull-based Model
(demand-driven, build-to-order)

The difference between push- and pull-based models is summarized by the slogan

Customer Relationship Management
(CRM) systems

Customer Relationship Management
(CRM)

Operational CRM

Operational CRM

Sales Force Automation

List Generators
(Marketing CRM Modules)

Campaign Management Systems
(Marketing CRM module)

Survey Management
(MArketing CRM module)

Cross-Selling
(Marketing CRM module)

Up-Selling
(Marketing CRM module)

Core Operational CRM modules

Sales Force Automation CRM Modules

Customer Service CRM Modules
(Operational CRM)

Automatic Call Distribution