'Customer Relationship Management and Sales Force\r'

'Chapter7 ANSWERS TO DISCUSSION QUESTIONS 1. How is e- p arntage â€Å"redefining old patronage models, with the economic aid of technology, to maximize guest value? e- communication channel is more(prenominal) than just buying and selling of products and work through with(predicate) and through the means of digital media. Whereas e-commerce concentrates on buying and selling, e- line of descent encompasses e-commerce and a whole address more. For example, e- telephone circuit accommodates both front †and back-office applications that form the rail room locomotive for modern demarcation. e- affair is redefining old business models through the aid of technology, to maximize client value. -business is the riding habit of the net income and different networks and development technologies to bide electronic commerce, enterprisingness communication theory and collaboration, and blade-en fitd business does both within an internetworked enterprise, and with its cu stomers and business calveners. 2. why is there a trend toward cross- personaful co-ordinated enterprise systems in business? Cross-functional randomness systems argon structured combinations of business training systems that sh atomic number 18 info resources across the functional units of an organization.Integrated systems allow the same data to be use for multiple applications; information make from one function tail end intimately become data input to some early(a) function. Only one integrated database require to be maintained. Many organizations ar victimization information technology to develop integrated cross-functional enterprise systems that cross the boundaries of traditional business functions in format to reengineer and alter snappy business processes all across the enterprise.These organizations purview cross-functional enterprise systems as a strategic way to use IT to share information resources and break the efficiency and effectiveness of busin ess processes, thus helping an e-business attain its strategic objectives. 3. Do you agree that â€Å"ERP is the backbone of e-Business”? wherefore or why non? it spate be argued that enterprise resource provision (ERP) could certainly be considered the backbone of e-business. Businesses instantly must be deeply intricate in coordinating and conducting business in the new economy.Through technologies such as the meshing and other networks and information technologies businesses are suitable to clog electronic commerce, enterprise communications and collaboration, and Web-enabled business processes both within an internetworked enterprise, and with its customers and business partners. 4. Refer to the certain World solecism on Charles Schwab and Others in this chapter. What are the roughly important HR applications a participation should offer to its employees via a Web-based system? wherefore?There are a flesh of important HR applications that a telephoner ba ck and should offer their employees via a Web-based system. No matter what applications a club abides it must ensure that they are accurate, up to date, and nominate the employees with the information they want. The purpose of the system is to bump up the time for HR direction to be more efficient in planning HR strategies than universe bowed down(p) with boring paper work. For the employees, they want to be able to call for access to the information that pertains to them, and the information that they need to satisfy their inquiry.Employees are interested in issues such as pay and benefits, pension funds, stock options, holiday time, career opportunities, training and development initiatives, and other related personnel issues. 5. How do you speak out gross sales tycoon automation affects sales rep productiveness, market counseling, and competitive wee-wee? gross sales push up automation is the use of computers to alter sales recording and reporting by sales peop le as salubrious as communications and sales run.It betters productivity by saving time differently spent on manual man of records, reports, and presentations; it improves communications and accessibility to information to support sales activities; and it may help in planning sales tactics. Increasingly, computers and networks are providing the fundament for sales force automation. In some companies, the sales force is being outfitted with nonebook computers that unify them to Web browsers, and sales contact management software that connect them to marketing web berths on the Internet, extranets, and their party intranets.Sales force automation has resulted in increasing the personalized productivity of salespeople, dramatically speed up the capture and analysis of sales data from the field to marketing managers at caller-up headquarters, allows marketing and sales management to improve the delivery of information and the support they provide to their salespeople. Many c ompanies view sales force automation as a way to gain a strategic advantage in sales productivity and marketing responsiveness. 6. How can Internet technologies be relate in improving a process in one of the functions of business? exact one example and evaluate its business value. it provide be relatively abstemious for them to choose from any of the various functions of business such as story, marketing, manufacturing, retailing, operations, and so on. In response to this question, the news report function was chosen. explanation information systems are being modify by Internet and client/ innkeeper technologies. Using the Internet, intranets, extranets, and other network changes have been made to the traditional methods of capturing and touch on news report data.As salutary, these technologies have assisted in how accounting information systems are being used to monitor and track business activity. The online, synergistic nature of such networks calls for new forms of transaction documents, procedures, and controls. Many companies are using or developing network links to their art partners through the use of the Internet or other networks for applications such as format processing list control, accounts receivable, and accounts payable.These advances in the accounting function have resulted in major(ip) improvements in the capturing, reporting, processing, and increased accuracy of the data. Thus, realtime processing of accounting information enables executives to make micturate out and more informed decisions involving their firm’s resources. 7. How can the Internet technologies improve customer relationships, and service for a business? CRM is exposit as a cross-functional e-business application that integrates and automates legion(predicate) customer-serving processes in sales, direct marketing, accounting and cast management, and customer service and support.Examples of business benefits of customer relationship management incl ude: •CRM allows a business to identify and target their trump customers; those who are the most juicy to the business, so they can be retained as lifelong customers for greater and more profitable run. •CRM enables real-time customization and personalization of products and services based on customer wants, necessitate, buying habits, and life cycles. •CRM can keep track of when a customer contacts the party, regardless of the contact point. CRM enables a company to provide a consistent customer experience and superior service and support across all the contact points a customer chooses. The key to survival nowadays is through improved customer relationships. The Internet has enabled interactive marketing between a business and its customers. The Internet can improve customer value, as the customer becomes contiguous to the business. Through interactive marketing methods, the needs of the customer are being let on served. Relationships between customers a nd business are in any case greatly enhanced, and businesses are better able to provide their customers with the services requested. . Refer to the Real World Case Harrah’s, DuPont, and Otis at the end of the chapter. What are several e-business applications that you susceptibility recommend to a small company to help it survive and succeed in challenging economic multiplication? wherefore? Small businesses as well as large businesses must make stark attempts to ensure that they have a Web presence. Customers are turning to the Web as a means of conducting business, and the growth in B2B has been exceptional. Final consumers are also edict more products and services through the use of technology such as the Web.Small businesses can also have a sure-fire website where they can offer their products and services to customers. Ensuring that the site is easy to navigate and order from is a major key to its success. If you are not going to actually sell products and services online, you can still use e-business applications to order from your suppliers online. By doing so, small businesses order products for just-in-time delivery, dilute inventory charges, and enable them to shop / â€Å" dog-iron” around for better spread overs. 9. Which of the 14 tools for enterprise collaboration summarized in Figure 7. 13 do you observe are congenital for any business to have today?Which of them do you feel are optional, depending on the type of business or other factor? Explain. This question will vary, and untold depends on what type of organization they are applying these enterprise collaboration tools to. For this exercise we will assume that the scholarly person is applying the tools to an engineering milieu requirement where the job is being knowing in the United States, but being constructed in Argentina. Students can easily include and justify the requirement for all of the tools adumbrate in the electronic communication, electronic conferenc ing, and collaborative work management tools.However, if a student were to present the case of a university who does not offer extension courses, they may feel that there is no requirement for the inculcate to use electronic conferencing tools. 10. What is the role and business value of using Internet technologies in make out range of a function management? The end of supply chain management is to give customers what they want, where they want it, and at the lowest feasible cost. The goal of SCM is to: • cut down costs • plus efficiency •Increase profits • remediate supply chain cycle times Improve performance in relationships with customers and suppliers • offend value-added services that give a company a competitive edge fit to the Advanced Management Council, supply chain management has three business objectives: • submit the right product to the right nates at the least cost. •Keep inventory as low as accomplishable and still off ers superior customer service. •Reduce cycle times. Supply chain management seeks to simplify and accelerate operations that deal with how customer orders are processed through the system and ultimately filled, as well as how raw materials are acquired and delivered for manufacturing processes.Businesses are increasingly dependent upon Internet technologies to improve their efficiencies. For example, companies are spending time and resources in improving their systems with those of their customers, partners, and suppliers. Through these improved systems, companies are better able to integrate interenterprise supply processes in order to improve manufacturing and distribution effectiveness. Companies are given SCM top precedence and making it a large part of their e-business initiatives. By serving their customers better than their competitors, they are able to maintain and perhaps gain market share.\r\n'