1. Customer Relationship Management
Customer relationship management (CRM)
o Business processes involving customer interactions
o Data analysis to predict future behavior
o Managing customer relationship
Supply chain management (SCM)
o Business processes involving suppliers
o New product design & development processes & product life cycle
CRM
• Front-end interface with customer to sales and marketing
• Comprehensive approach
• Developed from sales force automation software
• Provides sales force with management tools
– Sales activity
– Sales and territory management
– Contact databases
– Leads generation and monitoring
– Product-specific configuration support
– Knowledge and information resource management
• Needs an underlying Sales and Marketing ERP module for operational-level data
• CRM data accessible through data warehouse