实用物流英语 教学课件 作者 高芳2 2 5.pptVIP

Module 2Customer Service Information Technology Objectives lead-in Questions: Do you think logistics applications (物流软件) play an important role in improving logistics customer service? Why or why not? Yes, because logistics is a service industry needs mutual cooperation between many parties over a supply chain In order to achieve the smooth cooperation, smooth flow of information is vital So the use and development of logistics applications are very important in logistics. Information Flows in the Supply Chain Activity 1 ----Task 1 Skim and skip the following material and work out a structural tree diagram of SCIS. Figure 5-1 Communication Components Activity 2  -- Task 1 Customer Relationship Management a software-based approach to handling customer relationships used to support some processes, storing information on customers and prospective customers Information can be accessed and entered Details on any customer contacts can also be stored to improve services directly to customers to use the information in the system for marketing and sales purposes Figure 5-2 Typical CRM Extension System Activity 2  -- Task 2 Activity 2  -- Task 2 1) Customer relationship management (CRM) is a ____________ approach to handling ___________ relationships.The rationale behind this approach is to improve services provided to ________ customers and to use the information in the system for marketing and _______ purposes. 2) Traditional ERP applications focus on efficiently taking customer ________, but now customers are treated as _______ instead of income sources. Introduction to Raytheon Aircraft Company Questions 2）What was the problem with RAC? Their legacy systems were unable to efficiently and effectively integrate its purchasing, manufacturing, sales, customer support, financials, and other functional areas. Questions 3）What did RAC management do to solve the problem? What benefits had they got? replaced legacy systems w