List the customer data elements generated when a customer interacts with an airline by (a) making a reservation, (b) using frequent flyer miles, and (c) completing a flight. How does information from CRM improve these interactions ?
(a) making a reservation
Embarkation and Destination airport, Departure / Arrival time, seating class, passenger name, contact details , form of payment, fare
(b) using frequent flyer miles
Miles earned of each trip and accumulated points
(c) completing a flight
Level of satisfaction of using service
What are the benefits of integrating the sales, marketing and customer support function using a single software pacakge and a centralized database ?
Using a single software package, customer information is combined and analyzed so the result can be distributed for different needs.
Collecting the information from Sales, company knows how the customers buy and differentiates customers into different groups. Different levels of customer support then are provided to the different groups such as depends on what the customer usually buy. From the information analysis, promotion programs can be launched to attract the target groups efficiently. For example, customers get discounts based on their usage. Extra information collected from the marketing campaigns is available to the sales department to know what the customer needs. More accurate products information can be provided to help generating sales.
As a result, the operational cost is lowered and customer satisfaction is increased from providing a one-stop service.
2009年6月21日 星期日
2009年6月6日 星期六
Assign. 1 - Q2
1) Which departments within the company are integrated within the Order-to-Delivery process ?
The departments of Sales and Warehouse are integrated within the process.
2) Which steps are included in the Order-to-Delivery process ?
The Sales Manager received an order and then she access to the inventory data to check whether the product ordered is in stock.
Using the SAP Business One, the sales order is created and details are recorded in database.
The Warehouse Manager received the order from the software and order details, such as item ordered and delivery address, are shown in the database. A serial number for this transaction is then generated for further tracking.
Delivery Note and Packing List can be also prepared and printed out through SAP Business One. At the same time, the order status is updated automatically in the database.
The Sales Manager then can check the status and inform the customer the order details with the tracking number.
3) What factors would you consider when deciding whether ERP is suitable or not for a small business ?
The cost of software is one of the factors when deciding whether it is suitable or not. When the running cost is too high, it is not profitable to use ERP for a small business.
The business type is also needed to be considered. It can save money and time through using ERP when the company needs to deal with lots of suppliers and mass customers.
The departments of Sales and Warehouse are integrated within the process.
2) Which steps are included in the Order-to-Delivery process ?
The Sales Manager received an order and then she access to the inventory data to check whether the product ordered is in stock.
Using the SAP Business One, the sales order is created and details are recorded in database.
The Warehouse Manager received the order from the software and order details, such as item ordered and delivery address, are shown in the database. A serial number for this transaction is then generated for further tracking.
Delivery Note and Packing List can be also prepared and printed out through SAP Business One. At the same time, the order status is updated automatically in the database.
The Sales Manager then can check the status and inform the customer the order details with the tracking number.
3) What factors would you consider when deciding whether ERP is suitable or not for a small business ?
The cost of software is one of the factors when deciding whether it is suitable or not. When the running cost is too high, it is not profitable to use ERP for a small business.
The business type is also needed to be considered. It can save money and time through using ERP when the company needs to deal with lots of suppliers and mass customers.
2009年6月2日 星期二
Assign. 1 - Q1
As a leading retail outlet in the world, Walmart aims to provide a wide range of grocery at a low price and in a convenient way.
To ensure the stable stock supply to consumers, RFID helps Walmart to control the stock flow efficiently. Cooperating with her suppliers, the products are tracked wherever they are in the supply chain. The stock status can be checked through scanning the RFID tag so the operators can ensure sufficient products delivered on time to the right store. Keeping an accurate quantity of stock in warehouse also lower the storing cost. Consumers therefore can get what they want at a reasonable price in Walmart.
Nowadays, online shopping is convenient to consumers when they can shop what they want anytime at home. Walmart’s customers buy grocery through the internet with an online account. Once the customer confirms the purchase, the order is tracked through the internet anytime and anywhere.
To ensure the stable stock supply to consumers, RFID helps Walmart to control the stock flow efficiently. Cooperating with her suppliers, the products are tracked wherever they are in the supply chain. The stock status can be checked through scanning the RFID tag so the operators can ensure sufficient products delivered on time to the right store. Keeping an accurate quantity of stock in warehouse also lower the storing cost. Consumers therefore can get what they want at a reasonable price in Walmart.
Nowadays, online shopping is convenient to consumers when they can shop what they want anytime at home. Walmart’s customers buy grocery through the internet with an online account. Once the customer confirms the purchase, the order is tracked through the internet anytime and anywhere.
Walmart also gather customers’ information when they sign up a new account. Every purchase details will be recorded to the database then the marketer study what and how the customers buy. Promotion message therefore can be distributed to the target customers efficiently.
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