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Contents
Q7-4 How Do CRM, ERP, and EAI Support Enterprise Processes? 294 17
The Need for Business Process Engineering 294
Emergence of Enterprise Application Solutions 295
Customer Relationship Management (CRM) 295
Enterprise Resource Planning (ERP) 297
• So What? Workflow Problems 298
• Ethics Guide: Dialing for Dollars 300
Enterprise Application Integration (EAI) 303
Q7-5 What Are the Elements of an ERP System? 304
Hardware 305
ERP Application Programs 305
ERP Databases 305
Business Process Procedures 306
Training and Consulting 306
Industry-Specific Solutions 308
Which Companies Are the Major ERP Vendors? 308
Q7-6 What Are the Challenges of Implementing and Upgrading
Enterprise Information Systems? 309
Collaborative Management 309
Requirements Gaps 309
Transition Problems 310
Employee Resistance 310
New Technology 310
Q7-7 How Do Inter-enterprise IS Solve the Problems of Enterprise
Silos? 311

Q7-8 2026? 312

• Security Guide: One-Stop Shopping 314
• Guide: ERP and the Standard, Standard Blueprint 316

Case Study 7: Interorganizational IS – The National Programme for
IT in the NHS Experience 322

8: SoCIal MedIa InforMaTIon SySTeMS 325

Q8-1 What Is a Social Media Information System (SMIS)? 328
Three SMIS Roles 328
SMIS Components 330
Q8-2 How Do SMIS Advance Organizational Strategy? 332

Social Media and the Sales and Marketing Activity 333
Social Media and Customer Service 334
Social Media and Inbound and Outbound Logistics 334
Social Media and Manufacturing and Operations 334
Social Media and Human Resources 335
Q8-3 How Do SMIS Increase Social Capital? 335

What Is the Value of Social Capital? 336