Question 3

1.
(a) Customer's name, flight no. , class, depart location, arrival location
(b) the accumulated mileage
(c) Seat no.

2.Business benefit of using CRM:
- Increased customer satifsfaction
- Reduced direct-marketing costs
- More effective Marketing
- Lower costs for customer acquisition/retention
- Increased sales revenue
- Lower churn rate

CRM can captures and combines customer data from all over the organization, so that it can be analyzed and the results can be distributed to different people, systems and touch points.

By using a single software pacakge and a centralized database, CRM can provide data and analytical tool about customer, for example:
-how much each customer expected to spend on our products over his or her lifetime.
-identify the most loyal customers.
-identify the most profitable customers.
-What are the most profitable customers like? How can we find more customers like them?
-Find out what sort of product and services that the profitable customers want to buy.

The CRM software packages can also help sales staff increase their productivity; assign and manage cusotmer service requests; manage marketing campaigns and analyze the results and identifies opportunities for cross-selling, up-selling and product bundling.

Question 2

1. The Sales department and the Warehouse (Inventory) department are intergrated within the Order-to-Delivery process.

2.
(1) Salesperson access SAP's real time inventory data to confirm the item are in stock.
(2) Salesperson create the sales order, the software automatically alert the warehouse department for same day delivery.
(3) Warehouse department drill down for complete order details, assemble the order by using the Pick and Pack features. Each printer is assigned for a unique serial no. for future tracking. Then print the delivery note and packing slip for shipment
(4) Once the shipment is pick up carrier, the software automatically update the order status, so the sale department is updated of the status of the order.

3. ERP software allows a company to automate and integrate the majority of its business process; share common data and practices across the enterprise; allow the same date to be used by multiple functions and business processes; produce and access information in a real-time environment.
When a business is growing and expanding, more people and department will work for the company, for example: Manufacturing, Marketing, Sales, Finance and accounting, human resources. The communication among different department will be difficult by using different software and time consuming as with non-intergrated data, the data will have differenct meanings and inconsistent data definitions. ERP softward can help to solve the above problem.
Today, many company are having on-line ecommerce business, if the company is considering to go online and remain competitive in the industry, an ERP software is a must for the company to access information in a real-time environment.

Question 1

In today's business, to delivery their document or product on time is a crucial element for a company to achieve success.
Among the serveral logistic company in Hong Kong, DHL is one of the leader and is still going strong. One of the reason of their success will be their advanced IT system which help them to achieving operational excellence and ensuring survival.
Their web-site provide interactive on-line solutions to make shipping with DHL as easy as possible. Open an account, book a pick-up, prepare shipping documents, track shipments, access trade and customs information.
Their 'eSolutions' presents the range of on-line, desktop, mobile and eSupply Chain tools that we have created to help ease the way through each step of the distribution process. DHL eSolutions streamline your shipping process, reduce administrative costs.
Since many of the competitors in the industry is also using the same kind of advanced IT system, DHL has to keep updating their IT system in order to maintain their leading position in the industry and ensuring their survival.