12（课件）- 《客户关系管理（英文版）》同步教学（人民大学版）

Urvashi Makkar and Harinder Kumar Makkar: Customer Relationship Management Copyright © 2012, by Tata McGraw Hill Education Private Limited CRM Customer Relationship Management Urvashi Makkar Harinder Kumar Makkar Urvashi Makkar and Harinder Kumar Makkar: Customer Relationship Management Copyright © 2012, by Tata McGraw Hill Education Private Limited Chapter 12 IT Solution of CRM and its Integration Urvashi Makkar and Harinder Kumar Makkar: Customer Relationship Management Copyright © 2012, by Tata McGraw Hill Education Private Limited Introduction Learning Objectives eCRM Project Implementation Road Map Integrating CRM Integrating CRM with SCM Benefits of Integration of SCM with CRM Integrating CRM with SRM ERP Recap Chapter 12: IT Solution of CRM & its Integration Urvashi Makkar and Harinder Kumar Makkar: Customer Relationship Management Copyright © 2012, by Tata McGraw Hill Education Private Limited After going through this chapter, the students will be able to: The process of implementation of eCRM Major concern areas for implementation of eCRM Importance of integration of CRM Integration of CRM with SCM, SRM and ERP System Functions of ERP System Learning Objectives Urvashi Makkar and Harinder Kumar Makkar: Customer Relationship Management Copyright © 2012, by Tata McGraw Hill Education Private Limited The implementation of eCRM Solution in an organization is a complex process, which needs careful planning to ensure good performance and acceptance of the solution. With CRM in place, you can meet your customer, where they want to meet and the way they want to meet. And now, you are armed with knowledge of customer’s likes, dislikes, previous interactions and probably new requirements. But today, customer is looking for things beyond individual attention and responsiveness. In Unit 10, we got the glimpse of the need of integrating CRM with other functionalities of organization. In this unit, we shall examine the integration of CRM with Supply Chain Managemen