t dollars, and they have different agendas." Metcalf suggests building the strategy on IT's need to demonstrate that what they do supports the corporation's business objectives. Security is the issue highlighted by ARC's Hill: "Many plant managers and engineers believe the plant floor must be kept ultra secure. The thought of an e-business implementation bringing instructions from outside the plant via the Internet can seem very foreign." 2.3.1.5 eManufacturing SummaryThe challenges of e-enabling manufacturing also are changing automation vendors. One example is Rockwell Automation, Milwaukee. "Ten years ago we would have been categorized as a product company, but today the products happen more as a result of solving a business problem," says Joe Kann, vice president, global business development. "By accelerating control and information integration projects, our manufacturing customers are requiring more and more consulting services," says Randy Freeman, vice president, global marketing. "With the emergence of e-business we're having to relate technology and products to enterprise-wide strategies. We're in boardrooms explaining how we can solve business problems as much as we find ourselves sitting in the plant manager's office just talking about manufacturing." 2.3.2 CRMToday the availability of econometric, demographic, lifestyle and psychographic data, decision support systems, the Internet, and other customer access techniques are helping marketing and senior management make customer care a reality rather than just a vision. Companies no longer want to treat their customer base as a homogeneous collection of revenue generating units; they want to get up close and personal with each of them individually.Providing exceptional customer service through effective CRM is essential to business success. Quality CRM systems ensure rapid responses to all customer inquiries and are designed to boost sales and demonstrate your active concern...
