ERP, the full name of enterprise resource planning, includes procurement management, financial management, human resource management and so on. General enterprises, such as ERP, will choose to buy ready-made ERP in the market. Re-development of ERP requires huge research and development costs, and it is not necessarily mature.
For the e-commerce field, we are currently focusing on procurement management, which is a basic process that is carried out almost every day in the e-commerce business.
WMS, warehouse management system, mainly includes the in-out of warehouse, inventory management, allocation management, inventory management and so on. Like ERP, WMS will also purchase off-the-shelf WMS in the market.
In the e-commerce business flow, WMS is responsible for receiving orders from the order center, and then the warehouse clerk performs a series of operations of picking, packing and shipping, and also provides commodity inventory information for each business platform. At the same time, it is necessary to connect with logistics companies, and do a good job in order logistics and logistics financial follow-up.
TMS, Transportation Management System, is mainly used by courier companies. As an e-commerce platform, WMS connects to the system of third-party logistics companies, and can read the basic logistics information and logistics reconciliation country email list information of commodities. outside the scope of this series.
The order center needs to take over all shopping orders, including orders from self-built malls, orders from third-party platforms (such as Tmall, JD.com), etc. Since each enterprise handles the workflow of the order business differently, it is also necessary to process the flow of the order.
After the order processing is completed, the WMS is connected to complete the push and delivery of the order. When the order is pushed, if the enterprise has multiple warehouses, it can also do the delivery routing, and select the delivery warehouse to push according to the user's location, logistics costs and other conditions.
CRM, customer relationship management, belongs to the marked system of the e-commerce system. Many people are accustomed to misunderstanding the concept of CRM, and iterates functions in the system without boundaries, and then collectively calls it CRM.
Customer relationship management, as the name suggests, belongs to the management of customer relationships, including customer information, customer loyalty, RFM consumption model and so on. If the user portrait can be improved, it can play a more profound significance for CRM.
User portraits are also not discussed in the current series, and will be discussed in another series.
On the basis of CRM, building a member center and exploring user value play a key role in the operation of the platform. Based on member points and member growth value, build membership levels, and build members of different levels to build their membership rights at all levels, and then use the member mall as a service output to realize membership.
Customer Service Center & Call Center
After establishing user relationship management, in addition to allowing users to find us through our portal (mall), we should provide users with channels to directly contact our customer service, so we need to build a customer service center and a call center.
The customer service center mainly provides users with online consultation channels; the call center mainly provides users with telephone consultation channels. Of course, the call is two-way, so through the call center, the customer service can also be provided with a channel to contact the customer.
Customer service centers and call centers are tool-based systems that can meet the needs of enterprises, or they can be used directly by selecting mature products on the market.
Therefore, we also need to establish a complete set of e-commerce operation tools: time-limited spikes, coupons, multiple discounts, suits, lottery, gifts, etc. For members, we also need to provide member discounts, points redemption, etc.
Finally, to ensure the healthy operation of the internal e-commerce platform of the enterprise and the service staff participating in the platform, that is, the employees of the enterprise (customer service, operation, etc.), we need a set of tools for statistical performance. Performance sharing is related to company policy and is basically an absolutely custom functional section.