Chapter 11 and 12

In this chapter especially in chapter eleven, i wanna shared some knowledge and few comments in building a customer-centric organization and customer relationship management. Actually CRM enables an organization to provide better customer service, make call centers more efficient, cross sell products more effectively, help sales staff close deals faster, simplify marketing and sales processes, discover new customers and increase customer revenue. Using analytical CRM to enhance decisions such operational CRM which is supports traditional transactional processing for day-to-day and analytical CRM which is supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customer and customer relationship factor include clearly communicate the CRM, define information needs and flows, build an integrated view of the customer, implement in iterations and last but not least scalability for organizational growth.
Then, in chapter twelve, it is about ERP which means Enterprise Resource Planning.At the heart of all ERP systems is a database, when a user enters or updates information in one module, it is immediately and automatically update throughout the entire system. IT will automate business process, and then bringing the organization together. ERP system must integrate various organization processes and be flexible, modular and open, comprehensive and also must beyond the company. So far..this is what i have learned in this chapter..many more that i should to undertsand. Thats all for today. Tq ! :)