[MIS]고객관계관리(CRM)-공급체인관리(SCM)(영문)
- 최초 등록일
- 2008.12.03
- 최종 저작일
- 2007.10
- 5페이지/ 한컴오피스
- 가격 1,500원
소개글
CRM와 SCM에 대한 소개, 그리고 그에 대한 케이스 분석, 이를 통하여 어떤 External Information System이 앞으로 더욱 효율적일 것인가를 논한 보고서입니다.
목차
Introduction : CRM & SCM in External Information System
Part I. Customer Relationship Management(CRM)
1. Definition
2. CRM Model
3. Characteristic of CRM (Pros & Cons)
Part II. Supply Chain Management(SCM)
1. Definition All about SCM
2. SCM Model
3. Characteristic of SCM (Pros & Cons)
Part III. Comparison between CRM & SCM
Part IV. Applications
1. Best Practice of CRM: Kyobo Life(http://www.kyobo.co.kr)
2. Best Practice of SCM: POSCO(http://www.posco.co.kr)
Part V. Recommendation : Logical Analysis of CRM & SCM
Conclusion : Future of External IS
본문내용
Introduction : CRM & SCM in External Information System
The enterprise information system is mainly composed of two parts - ① Internal Information System which consists of SEM, ERP, and KM, ② External Information System which is made up of Customer Relationship Management(CRM) and Supply Chain Management(SCM). Nowadays, understanding customers and suppliers is as essential as managing the company itself. For this reason, we are going to find out the importance, development process, and future flow of External Information System.
Part I. Customer Relationship Management(CRM)
1. Definition
Customer Relationship Management(CRM) is a system that captures and integrates customer data from all over the organization, analyzes the data, and distributes the results to various systems and customer touch points across the enterprise . The objective goal is to manage the customers efficiently to improve both sales and customer service. p.368~p.375, 『Management Information System, 10th edition』, Kenneth C. Laudon & Jane P. Laudon
Below are three major reasons why CRM was introduced and its necessities in the changing environment. CRM Online - http://www.crm.co.kr
1) Business competition has changed from who sells the most products and services to who owns the customers.
2) Companies found out that retaining loyal customers is 6 times cheaper than attracting new customers.
3) Too many different ways to interact customers with firms because of the internet introduced. Therefore, it is important to integrate information from all these sources and to deal with large number of customers.
참고 자료
1. Articles & Books
(1)『Management Information System, 10th edition』, Kenneth C. Laudon & Jane P. Laudon
2. Web Sites
(1) CRM Online - http://www.crm.co.kr
(2) Marketing Teacher Homepage - http://www.marketingteacher.com
(3) IMFORUM.NET - http://www.imforum.net
(4) All about SCM - http://scm.korcham.net
(5) Kyobo Life - http://www.kyobo.co.kr
(6) POSCO - http://www.posco.co.kr