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Managing Supply Chains and Customer Relationships through Inventory and E-Commerce Strategies

This chapter explores the essential role of enterprise systems in managing supply chains and customer relationships. It discusses the importance of inventory through push vs. pull strategies, the costs associated with inventory management, and the implications of the Bullwhip effect. Furthermore, it covers how effective supply chain management systems can improve demand planning, order tracking, and inventory communication. Additionally, it delves into e-commerce trends, revenue models, and the revolutionary impacts of digital markets on business operations and customer engagement.

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Managing Supply Chains and Customer Relationships through Inventory and E-Commerce Strategies

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Presentation Transcript

  1. Bus 290: Chapter 9 Enterprise Systems to Manage the Supply Chain & Customer Relationships

  2. Inventory • Push vs. Pull • 3 Kinds • Why do we carry inventory? • What are the costs of inventory • What text calls Bullwhip effect • Traditional models vs. MRP • Demand planning

  3. What does SCM system info do? • What to produce, store and ship (and when) using actual customer demand • Rapid communication of order • Track status of orders & shipments • Inventory availability & levels • Reduces cost of inventory, transportation & warehousing • Communication of product design

  4. Global Supply Chain • Distance • Shipping time • Need real time communication

  5. CRM • Why is it important? • Touch points • Software has modules for • Marketing • Cross-selling • Up-selling • Response to various campaigns • Sales • Who are the best customers • Customer information • service • Up-to-date info on products owned • Warranty card info

  6. CRM • Operational • Sales force automation • Call centre support • Analytical • Evaluation of touch-points • Customer Lifetime Value (CLTV) • Impact of improved mobile devices

  7. Homework • Decision Problems 1 & 2 • Discussion question 3

  8. Bus 290: Chapter 10 E-Commerce: Digital Markets & Digital Goods

  9. Learning Objectives • Unique features of e-commerce & digital markets • Principle e-commerce business & revenue models • How has e-Commerce transformed marketing • Effect on B2B transactions • Role of mobile commerce in business, what are the key m-commerce applications • Issues in building an e-commerce website

  10. E-Commerce • Buying & selling using electronic media • 1995 Netscape.com took first ads … to now • Dot-com bubble • Internet access • Stores not available in your town but.. • Stores that are available but … • Product selection • Pricing • Convenience

  11. Some fancy words • Ubiquity • Transactions costs • Global reach • Richness of the message • Interactivity • Personalized communication • Price discrimination

  12. Why shop online? • Cheaper to search • Faster to search • Convenient to shop • More variety • Cheaper • Fewer intermediaries (Disintermediation) • Dynamic pricing • Easier comparison

  13. But .. • Not a social activity • No trial possible • Harder to return goods (is it?) • Security concerns • Shipping costs • Will you get what you thought you bought

  14. Some terminology • B2B • B2C • B2G • C2C • Portals (news, games, shopping, etc) • Bricks to clicks • Channel Conflict

  15. More … • Transaction brokers • Service providers • Community providers • Content providers • Service providers (SAAS, apps)

  16. Revenue Models • Advertising Revenue • Sales Revenue • Subscription Revenue • Free/Freemium revenue • Transaction Fee revenue • Affiliate revenue

  17. Social networking • Facebook • Twitter • Pintrest • Myspace • ….. • Feeding on each other’s ideas/wisdom

  18. More • To • Come

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