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1、Chapter13OrderFulfillment,eCRM,andOtherSupportServices©2008PearsonPrenticeHall,ElectronicCommerce2008,EfraimTurban,etal.LearningObjectivesDescribetheroleofsupportservicesinEC.DefineECorderfulfillmentanddescribetheECorderfulfillmentprocess.Describethemajorproblem
2、sofECorderfulfillment.DescribevarioussolutionstoECorderfulfillmentproblems.DescribeCRM,itsmethods,anditsrelationshipwithEC.DescribeeCRMimplementationandtools.DescribeotherECsupportservices.Discussthedriversofoutsourcingsupportservices.2OrderFulfillmentandLogisti
3、cs: AnOverview3OrderFulfillmentandLogistics: AnOvervieworderfulfillmentAlltheactivitiesneededtoprovidecustomerswiththeirorderedgoodsandservices,includingrelatedcustomerservicesback-officeoperationsTheactivitiesthatsupportfulfillmentoforders,suchaspacking,deliver
4、y,accounting,andlogistics4OrderFulfillmentandLogistics: AnOverviewfront-officeoperationsThebusinessprocesses,suchassalesandadvertising,thatarevisibletocustomerslogisticsTheoperationsinvolvedintheefficientandeffectiveflowandstorageofgoods,services,andrelatedinfor
5、mationfrompointoforigintopointofconsumption5OrderFulfillmentandLogistics: AnOverviewTheECOrderFulfillmentProcessActivity1:MakingsurethecustomerwillpayActivity2:Checkingforin-stockavailabilityActivity3:ArrangingshipmentsActivity4:InsuranceActivity5:ReplenishmentA
6、ctivity6:In-houseproductionActivity7:UsecontractorsActivity8:ContactswithcustomersActivity9:ReturnsreverselogisticsThemovementofreturnsfromcustomerstovendors6OrderFulfillmentandLogistics: AnOverview7OrderFulfillmentandLogistics: AnOverviewProductinquirySalesquot
7、eOrderconfigurationOrderbookingOrderacknowledgmentorconfirmationOrdersourcingorplanningOrderchangesShipmentreleaseShipmentDeliveryInvoicingandbillingSettlementReturnsTheadministrativeactivitiesofordertakingandfulfillment:8OrderFulfillmentandLogistics: AnOverview
8、9OrderFulfillmentandLogistics: AnOverviewOrderfulfillmentandthesupplychainTraditionalversusEClogisticse-logisticsThelogisticsofECsystems,typicallyinvolvingsmallparcel
