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ERP Sales, Customer Relationship Management and Knowledge Management

11 important questions on ERP Sales, Customer Relationship Management and Knowledge Management

Contract-to-contract-to-cash process, how does it work?

Begins with the first interaction with a potential customer, continuous through the contract (sales order), and ends with collecting the cash from the customer.

What are the steps In a sales process?

1. Lead Generation
2. Quality lead
3. Opportunity
4. Quotation
5. Sales Order
6. Order Fulfillment
7. Packing
8. Invoice
9. Cash Collection

What are Point of Sale systems (POS)?

are electronic cash registers that manage sales-related transactions, but modern POS have many bundled add-ons, like time clocks.

Customer Relationship Management (CRM) systems

enable businesses to mange relationships with their customers as well as the and information associated with them. CRM helps coordinate the efforts of the marketing, sales and customer service and support departments by integrating customer-facing processes. This information let employees make intelligent decisions on everything from cross-selling to competitive positioning tactics.

What is the differents between ERP and CRM according the approach the goal of increasing profits differently.

ERP cut costs and reduce overhead. CRM systems seek increases in profit through higher sales volume. As a result of improved relationships, both profits and brand loyalty increase

Differents between a Back-Office system and a Front-Office system?

Back office system support business processes not necessarily visible for the customer, such as purchasing, production and inventory. (ERP)
Front office system support activities that interface with the customer. CRM

What is partner channel management?

is the process that has makes an effective CRM strategy by having multiple interaction channels to support marketing, sales and service efforts in the B2B model.

Which 3 elements has a successful CRM strategy;

- people
- process
- technology

Organization has 2 types of knowledge
- Explicit knowledge
- Tacit knowledge
What does they mean?

Explicit knowledge --> easily documented and codified, including a company's aggregation of the documents about everything that is not common knowledge.
Tacit knowledge --> contained in people's heads gleaned from years of working (intellectual capital). Key to competitive advantage because it is difficult to replicate

Knowledge management (KM) =

a directies process of figuring out what knowledge a company has that could benefit others internal or external to the company, then devising ways of making it easily available.

Steps of a implementation of a KM system is

1. Confirm the purpose
2. form a team that will be responsible for the process . (Chief knowledge officer (CKO))
3. create a knowledge base
4. create formal procedures to implement the system
5. create an efficient process by which information is shared from experts to CSRs to customers

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Enterprise information systems

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ERP Sales, Customer Relationship Management and Knowledge Management

11 important questions on ERP Sales, Customer Relationship Management and Knowledge Management

Contract-to-contract-to-cash process, how does it work?

What are the steps In a sales process?

What are Point of Sale systems (POS)?

Customer Relationship Management (CRM) systems

What is the differents between ERP and CRM according the approach the goal of increasing profits differently.

Differents between a Back-Office system and a Front-Office system?

What is partner channel management?

Which 3 elements has a successful CRM strategy;

Organization has 2 types of knowledge - Explicit knowledge - Tacit knowledge What does they mean?

Knowledge management (KM) =

Steps of a implementation of a KM system is

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Organization has 2 types of knowledge
- Explicit knowledge
- Tacit knowledge
What does they mean?