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Chapter 9
Achieving Operational Excellence
and Customer Intimacy: Enterprise
Applications
LEARNING OBJECTIVES CHAPTER OUTLINE
After reading this chapter, you 9.1 ENTERPRISE SYSTEMS
will be able to answer the What Are Enterprise Systems?
following questions: Enterprise Software
Business Value of Enterprise Systems
1. How do enterprise systems help
businesses achieve operational 9.2 SUPPLY CHAIN MANAGEMENT SYSTEMS
excellence? The Supply Chain
Information Systems and Supply Chain
2. How do supply chain management Management
systems coordinate planning, Supply Chain Management Software
production, and logistics with Global Supply Chains and the Internet
suppliers? Business Value of Supply Chain Management
3. How do customer relationship Systems
management systems help firms
9.3 CUSTOMER RELATIONSHIP MANAGEMENT
achieve customer intimacy?
SYSTEMS
4. What are the challenges posed by What Is Customer Relationship Management?
enterprise applications? Customer Relationship Management Software
Operational and Analytical CRM
5. How are enterprise applications
Business Value of Customer Relationship
taking advantage of new
Management Systems
technologies?
9.4 ENTERPRISE APPLICATIONS: NEW
OPPORTUNITIES AND CHALLENGES
Enterprise Application Challenges
Next-Generation Enterprise Applications
LEARNING TRACK MODULES
SAP Business Process Map
Business Processes in Supply Chain Management
Interactive Sessions: and Supply Chain Metrics
Best-Practice Business Processes in CRM Software
DP World Takes Port
Management To The Next
Level with RFID
Customer Relationship
Management Heads to the
Cloud
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