Assignment One: Question Three

Two examples which i considered to be an effective use of Internet marketing are Tradelink and Jiu Jik.

About Tradelink

More than 98 per cent of Hong Kong exporters and manufacturers are classified as small-to-medium sized enterprises (SMEs) and over 87 per cent have fewer than 10 staff. Tradelink recognises the constraints that this places on investment in IT skills and resources, and has carefully designed its services and software to be as affordable, convenient, and easy to use as possible.

Tradelink is using an online method concentrated on helping small-to-medium sized enterprises (SMEs) make the switch from paper by reducing entry-level barriers and making the use of electronic commerce as affordable, convenient and user-friendly as possible. Specific initiatives can be seen from the benefits that Tradelink services offer.

Tradelink's services help traders enhance their efficiency, productivity and competitiveness.

Tradelink provides:
- Government Services
- Commercial Services
- Ebiz Services
- Certification Authority
- Regional Alliance




However, Tradelink offers a unique range of customer software solutions, designed specifically to help customers reap productivity, enhance efficiency and reduce operating costs. With this convenient software, the marketing campaign takes much advantage of measurable and trackable.

We found that the marketing campaign are customer acquisition and retention too. Regarding the relevant services which they mentioned, they provides regular training courses on installation and use of Tradelink software, as well as use of the range of Tradelink electronic services.

Nevertheless, they provides maturity service guide to every new customer with different customer support service, eg: China on-site support service, e-mail alert service, hotline service, automated telephone system and on-site technical support.

Service Pledge
At Tradelink, they pledge to continuously improve their service and deliver speedy, reliable and the best possible solutions to their customers. They do the best to meet the set targets and strive to achieve high standard in different aspects of their operations.

Membership Rewards Programme
The Tradelink Membership Rewards Program is designed to offer their privileged customers the opportunity to redeem exciting gifts with bonus points earned from their electronic transactions.

In conclusion, Tradelink proved to be extremely effective use of Internet Marketing.

(Resources extracted from http://www.tradelink.com.hk/eng/index.html)

About JiuJik

Jiu Jik is a bilingual publication for those who want to get on the fast-track immediately with a job to suit their talents, ambitions and personal interests.

Jiu Jik is an job searching engine through online and via the MTR network by distributing the publications to audiences who are always looking for a better career opportunity. They offer the advertising package to the company who is seeking for a right candidates to their company. It is also an interactive activity between the employees & employers.

Excluding the part of job seeking, they also provide plenty of information for those employees, eg: template of application letters, resume and resign letter, information on how to pursue further education and interactivity for audiences, eg: forum, Q&A section, blog & online rating.

Individual Assignment: Question Two

Customer Relationship Management

Customer Relationship Management (CRM) helps an enterprise organize and manage customer relationships. CRM concentrates on the retention of customers by collecting all data from every interaction. This data can be used for specific business purposes, Marketing, Sales, Services and Support whilst concentrating on a customer centric approach rather than a product centric. CRM implies that everyone in the enterprise is focused on the customers.

Based on the recruitment from JobsDB, the main responsibilities of a CRM manager includes many aspects which relate directly to one another:

1) Front office operations — Direct interaction with customers, e.g. face to face meetings, phone calls, e-mail, online services etc.

2) Back office operations — Operations that ultimately affect the activities of the front office (e.g., billing, maintenance, planning, marketing, advertising, finance, manufacturing, etc.)

3) Business relationships — Interaction with other companies and partners, such as suppliers/vendors and retail outlets/distributors, industry networks (lobbying groups, trade associations). This external network supports front and back office activities.

4) Analysis — Key CRM data can be analyzed in order to plan target-marketing campaigns, conceive business strategies, and judge the success of CRM activities (e.g., market share, number and types of customers, revenue, profitability).

features to enhance marketing professional, sales force empowerment and proficient customer care:

Marketing Professional
- Customer Segmentation Analysis
- Marketing Mix Management
- Marketing Plan and Budgeting
- Marketing Campaign Management and Executions
- Marketing Analysis to the Result of the Campaign
- Marketing and Sales Database Collaboration

Sales Force Empowerment
- Sales Team and Territory Management
- Lead and Opportunity Management
- Accounts and Contact Management
- Sales Forecasting and analysis Tools
- Sales and Product Mix Database Collaboration

Proficient Customer Service
- Accounts and Contact Management
- Case and Scheduling Management
- Proactive sales, Up-selling and Cross-selling Management
- Complaint Management
- Customer Service Analysis Report
- Knowledge Management
- Customer Service and Product Mix Database Collaboration

These responsibilities involve in-depth or hands-on knowledge of information technology, eg. Data Analysis/Research, although it's not a traditional marketing discipline, this is a critical activity where market research and data analysis specialists provide CRM with a detailed customer knowledge framework so that CRM can effectively target their marketing programmes. As well as undertaking market research studies, in Hong Kong and regionally, CRM follow up with the businesses to ensure that the knowledge gained is used to their commercial advantage. In addition the analysis of their existing customer database plays a vital role in effective customer segmentation and targeting. In this area statistical analysis and research specialists with strong business sense can follow challenging careers that offer regional exposure.

Customer relationship management is important for your company and it is important that you learn as much as possible about a customer relationship management strategy and how to choose one for your company. You see, when you pick a strategy for your company, it needs to be one that will help your entire company to work on better serving your customers. A good strategy will help to move your company to gear everything towards your customers. You see, having a great customer relationship management strategy is important, both for dealing with business to customers situations as well as dealing with business to business situations as well. The right strategy will help you to figure out how you can keep relationships with customers in a cost effective way that will help you get the loyalty of those customers as well.

Individual Assignment: Question One

Evaluate and compare the features, functions, pricing, available editions, technology etc. of any two sources of enterprise resource planning (ERP) software.

I've chose Kingdee K/3 compare with QAD.

About Kingdee K/3

Introduction
Kingdee is a leading provider of enterprise management software and e-Business application solution in China and Asia-Pacific region,and one of the fastest-growing independent software vendors in the global market.

Features
- A Brilliant tool to help run the business in China

Services

1) Training
Kingdee is a leading provider of enterprise management software and e-Business application solution in China and Asia-Pacific region,and one of the fastest-growing independent software vendors in theglobal market.

Strengths of Kingdee's Training Service
- Standard training certification system
- Recognized certificate
- Abundant true cases
- Flexible and diverse training modes

2) Consulting
The Kingdee consulting service provides suggestions on IT planning and process optimization, and helps you to choose a Kingdee ERP solution that fits in with the characteristics of your enterprise.

3) Implementation
KingdeeWay rapid implementation method will help you to succed in ERP system application, and help you to achieve the full value of ERP.

KingdeeWay rapid implementation method
- Preparation
- Blueprint design
- Blueprint design
- Check & handoverCheck & handover
- Evaluation and optimization

4) Maintenance
When Your problems can not be solved through hotline, internet or long-distance service, we can provide on-site service.The Kingdee product feedback system works as a platform to provide you with effective communication channels with product management and R&D departments of the Kingdee headquarters.

5) IT System
In order to guarantee normal operation and increase your anti- risks ability, Kingdee will also provide you with necessary IT system service.

Characteristics of Kingdee IT system service
- Individualized and convenient, based on the IT service of Kingdee ERP system application
- Rapid installation, rapid elimination of IT troubles, guarantee the operations of Kingdee ERP system
- Rapid installation, rapid elimination of IT troubles, guarantee the operations of Kingdee ERP system

Solutions

















Market-oriented enterprise management solution is the core concept of Kingdee software system. In the Kingdee software system, Enterprise Resource Plan (ERP) manages internal businesses of the enterprise; Human Resource Management (HRM) and Knowledge Management (KM) manage businesses in the knowledge market; Value Management (VM) manages businesses in the capital market; Customer Relation Management (CRM) manages businesses in the consumption market; Supply Chain Management (SCM) manages businesses in the supply market; and e-Business components process special commercial applications on Internet.
















Cross Industry Solutions
For Group
- Group Financial Management Solution
- Group HR Management Solution
- Group Supply Chain Management Solution
- Cooperative Platform Management Solution

For small and Medium Enterprises
- Financial Management Solution
- Supply Chain Management Solution
- Manufacturing Management Solution
- Strategic HR Management Solution
- Customer Relationship Management Solution

For small Enterprises
- Accounting Management Solution
- Financial Management Solution
- Purchase-Sales-Inventory Management Solution
- Warehouse + Financial Management Solution
- Purchase-Sales-Inventory + Financial Management Solution
- Financial Management Solution for Administration Institution

Industry Solution
- Manufacturing
- Pharmacy
- Real Estate
- Tobacco
- Commercial Trading

Kingdee Service
Kingdee adheres to the service principle of “Active Service, Fast Response”, and provides customers with management consulting, implementation, and technical services related to software products. - Complete Service Products
- All-dimensional Service Mode
- Convenient Service Network

Customers
The experience we have gained over the past twelve years is the advantage for Kingdee to provide MNCs with the best software tools to operate their business.


About QAD

Introduction
Providing innovative enterprise software and services for global manufacturers.

Features
- Focus on supply chain collaboration and developing products that are easy to learn and intuitive to operate
- Develop software exclusively for manufacturing companies
- Focused on providing the best combination of software and services for our customers and have chosen to avoid the consolidation going on in the software business
- Built a business with a customer focused culture, a strong and experienced global executive team and an impressive board of directors
- Deliver products that are simple to implement and precisely meet the needs of our customers in those industries

Services
1) Consulting
Successful software deployments require experienced, knowledgable resources who understand and can manage project scope, timelines and budget. Employing industry-specific best practices and empowering users with training and ongoing eduction minimizes implementation risk while maximizing system value.
With over 400 consultants in 26 countries, QAD Global Services provides global coverage and local expertise to help companies get the most from their QAD investment. By applying best practices specifically for manufacturers, QAD helps companies achieve rapid time to benefit and a superior ownership experience.

2) Education
QAD offers a variety of convenient, accessible and affordable training options.

Customers can choose from many flexible, cost-effective training options:
Online courses - QAD Customer Learning Portal supports more than 35 online courses about QAD products and industry concepts, available at no charge to customers who are active on QAD Support.
Classroom training - attend instructor-led courses that offer focused attention, hands-on exercises and knowledge transfer from subject matter experts
QAD Webinars - sign up for live QAD Webinars covering a variety of topics ranging from new QAD products to industry best practices
Certification programs - recognize employees’ knowledge and mastery of QAD product functionality through Product exams
Custom courses – request tailored training on site, to meet your specific company needs and business processes, scheduled right when you need it

3) Customer Support
QAD Customer Support provides the resources, tools and expertise you need to help make the most of your QAD investment and support your business operations at optimal levels. We provide the following features within our QAD Customer Support offering:
Access & Response
Phone, e-mail, Web, chat access
24x7 critical system down support
Global access to live support
Remote access diagnostics
Established incident response times based on severity
Online Self Service through support.qad.com
Incident creation and tracking
QAD Knowledgebase
QAD Learning Portal
Product documentation
QAD Download Center
Business Improvement Webinar Series
User communities and discussion forums
QAD License Usage Tool
New Releases & Product Updates
Major and minor releases and upgrades
Service Packs and Engineering Change Orders (ECOs)
Proactive defect notification
Platform compatibility guide

Solutions

QAD contains:
1) QAD Enterprise Applications

QAD Enterprise Applications is a complete integrated suite of software solutions designed to accommodate the needs of a new generation of software users at manufacturing companies around the world.



























2) QAD Enterprise Financials

QAD Enterprise Financials is a powerful and efficient financial solution providing the ability to manage and control businesses at a local, regional and global level, and supports multi-company, multi-currency, multi-language, multi-tax capabilities, as well as consolidated reporting.

3) QAD Standard Financials

QAD Standard Financials solution is a comprehensive financial solution that addresses the typical needs of globally operated manufacturing companies. It is seamlessly integrated with QAD’s sales, distribution, planning and manufacturing systems. It allows manufacturers to gain important benefits by streamlining financial processes from planning, to recording, to reporting, and complying.

4) QAD Customer Management

Leading manufacturers are turning to customer management solutions to drive revenue, reduce costs and deliver the best possible experience to their customers. Improving customer relationships is especially critical in markets where margins are tight, buyers exercise a high degree of control and costs are volatile. As such, effective customer management solutions offer manufacturers a competitive advantage.

5) QAD Manufacturing Solutions

QAD applications are designed to simplify the management and enhance the efficiency of manufacturing resources and operations both within and beyond the enterprise. QAD Manufacturing is the core foundation for numerous modules that make up the complete QAD Enterprise Application suite.

6) QAD Supply Chain

QAD Supply Chain is a comprehensive group of applications that fulfills the diverse materials planning and movement requirements of small or large, multi-national companies. This solution set delivers functionality and capabilities that help manufacturers drive margin and cost improvements, enhance customer satisfaction, and meet industry compliance requirements.

7) QAD Service and Support Suite

Comprehensive service and support strategies enable the ability to provide superior customer care after the sale, providing a key opportunity for businesses to differentiate themselves from the competition.

8) QAD Enterprise Asset Management

Enterprise Asset Management is an integrated plant operation solution that enables companies to operate plants more smoothly by keeping equipment running at the lowest cost. EAM manages assets from inception through operations and replacement.

9) QAD Analytics and Reporting

Enable companies to quickly view trends within the system and drill down into the data with ease, providing you the flexibility to answer questions as they arise and the accuracy to make informed decisions.

10) QAD Interoperability

QAD Interoperability solutions provide a configuration toolset that enables enterprise and trading partner applications to seamlessly interoperate with QAD Enterprise Applications. This robust solution set leverages standard business rules, simplifies the upgrade process, and enables integration without coding.

11) QAD On Demand: The ERP SaaS Solution for Global Manufacturers

QAD On Demand is a Web-based, software as a service (SaaS) solution that provides a flexible deployment alternative for QAD Enterprise Applications.

Customer Support
Access & Response
- Phone, e-mail, Web, chat access
- 24x7 critical system down support
- Global access to live support
- Remote access diagnostics
- Established incident response times based on severity

Online Self Service through support.qad.com
- Incident creation and tracking
- QAD Knowledgebase
- QAD Learning Portal
- Product documentation
- QAD Download Center
- Business Improvement Webinar Series
- User communities and discussion forums
- QAD License Usage Tool

New Releases & Product Updates
- Major and minor releases and upgrades
- Service Packs and Engineering Change Orders (ECOs)
- Proactive defect notification
- Platform compatibility guide

Customer Support

1) QAD Community
The QAD Community helps its members:
- Connect with like-minded professionals
- Share best practices
- Cross-pollinate new thinking
- Reach beyond borders
- Build deeper relationships
- Improve business prospects
- Accelerate your career

2) QAD Regional User Groups
QAD User Groups provide easy access to QAD product, service and industry specialists. With up-to-the-minute information on QAD Enterprise Applications and QAD Global Service offerings, you gain an edge for your business that translates to ROI.
Share information with your business and industry peers
Leverage your direct connection to QAD R&D
Drive ROI for your enterprise; add value to your team
Network with the best and brightest in the QAD user community
Build your business; build your career





In conclude, i believe that a firm should implement ERP software when it is a new company, it is because ERP system which can deliver solutions to the applications ranging from financial accounting, human resource, supply chain management, etc for trading business, and production and costing management for manufacturing companies. The system consists of fully integrated functional modules which can be picked out separately for different application purposes.

you can see the above whole company working flow, i belive that most divisions of the company also suitable in using ERP system, to make use of this system, we can lead the whole company more maturity, effectiveness and efficiency.

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My name is Chau Tak Yee. My student ID is 10447418.