Lecture Electronic commerce - Chapter 13: Order Fulfillment, eCRM, and Other Support Services learning objectives: Describe the role of support services in EC. Define EC order fulfillment and describe the EC order fulfillment process. Describe the major problems of EC order fulfillment. Describe various solutions to EC order fulfillment problems. Describe CRM, its methods, and its relationship with EC. Describe eCRM implementation and tools. Describe other EC support services. Discuss the drivers of outsourcing support services. | Chapter 13 Order Fulfillment eCRM and Other Support Services 2008 Pearson Prentice Hall Electronic Commerce 2008 Efraim Turban et al. Learning Objectives 1. Describe the role of support services in EC. 2. Define EC order fulfillment and describe the EC order fulfillment process. 3. Describe the major problems of EC order fulfillment. 4. Describe various solutions to EC order fulfillment problems. 5. Describe CRM its methods and its relationship with EC. 6. Describe eCRM implementation and tools. 7. Describe other EC support services. 8. Discuss the drivers of outsourcing support services. 13-2 Order Fulfillment and Logistics An Overview 13-3 Order Fulfillment and Logistics An Overview order fulfillment All the activities needed to provide customers with their ordered goods and services including related customer services back-office operations The activities that support fulfillment of orders such as packing delivery accounting and logistics 13-4 Order Fulfillment and Logistics An Overview front-office operations The business processes such as sales and advertising that are visible to customers logistics The operations involved in the efficient and effective flow and storage of goods services and related information from point of origin to point of consumption 13-5 Order Fulfillment and Logistics An Overview The EC Order Fulfillment Process Activity 1 Making sure the customer will pay Activity 2 Checking for in-stock availability Activity 3 Arranging shipments Activity 4 Insurance Activity 5 Replenishment Activity 6 In-house production Activity 7 Use contractors Activity 8 Contacts with customers Activity 9 Returns reverse logistics The movement of returns from customers to vendors 13-6 Order Fulfillment and Logistics An Overview 13-7 Order Fulfillment and Logistics An Overview The administrative activities of order taking and fulfillment Product inquiry Order changes Sales quote Shipment release Order configuration Shipment Order booking Delivery Order .
