Lecture 5 Customer and Supplier Centric

Question 1

What is extended ERP?

Answer 1

It includes salesforce automation, customer relationship management, supply chain planning, and integrated E-Commerce

Question 2

What are the four models of E-Commerce?

Answer 2

Hybrid (Paper catalogs and online store). Portals (coop of online traders). Pure online (amazon). Multi channel (bon prix?)

Question 3

What do E-Commerce businesses need to succeed?

Answer 3

Attractive websites and ease-of-use. Social targeting. Personalization. Security standards and reputation. Supplement and support channel strategy.

Question 4

What has marketing become for E-Commerce?

Answer 4

Long-term retention, customer care, service focus, individualization, integration, customer satisfaction

Question 5

What is the core of CRM?

Answer 5

To use data and previous knowledge to gain insight on customers

Question 6

What are B2B portals and what are they used for?

Answer 6

Business to Business portals. They support collaboration, they need human interaction, they are used for infrequent interactions, they increase the stability of the customer and supplier

Question 7

What is the difference between analytical and operational CRM?

Answer 7

Analytical is used just for knowledge of past customer relations and is used as a predictive tool for future products. Operational aims to support processes with direct contact of customers.