Customer Relationship Manageme.pptVIP

ECT 589 ECT 589 E-Commerce Management Week #7 Customer Relationship Management Selling-Chain Management Source: Gartner, HBR, McKinsey Reports Agenda Market News CRM Exploit Virtual Value Chains Next Week: EB Planning RosettaNet vs. ebXML e-Business Application Architecture Supply Chain Mgmt Selling Chain Mgmt Stakeholders Business Partners, Suppliers, Resellers Distributors, Customers, Resellers Employees HRMS/ E-Procurement Finance Auditing Mgmt Control BI EAI CRM ERP Logistics Production Distribution Marketing Sales Cust Svce Why CRM? Reichhel抯 Study: