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18 Cards in this Set
- Front
- Back
Analytical CRM
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analyze customer data generated by operational CRM to provide information for improving business performance
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bullwhip effect
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information about the demand for a product gets distorted as it passes through the supply chain
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churn rate
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measures the number of customers who stop using or purchasing products or services
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cross-selling
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marketing of complementary products to customers
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customer lifetime value (CLTV)
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analytical CRM output based on revenue produced by a specific customer, customer acquisition and service expenses, and life expectancy of customer/company relationship
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demand planning
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determines how much product a business needs to make to satisfy all of its customers’ demands
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employee relationship management (ERM)
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software deals with employee issues closely related to CRM
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enterprise software
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software used in large organizations (whether business or government) that is built around predefined business processes that reflect best practices; provides business-oriented tools (i.e., online payment processing, automated billing systems)
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just-in-time strategy
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components arrive exactly at the moment they are needed and finished goods shipped as they leave assembly line
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operational CRM
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services that allow an organization to take care of their customers; includes customer-facing applications (i.e., sales force automation, call centers, customer service support, marketing automation)
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partner relationship management (PRM)
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a module of CRM package that enhances collaboration between a company and its selling partners
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pull-based model (a.k.a. demand-driven)
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actual customer orders or purchases trigger events in supply chain
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push-based model
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production master schedules are based on forecasts or best guesses of demand for products
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social CRM
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enables businesses to connect CRM process to customer conversations and relationship from social networking sites
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supply chain
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a network of organizations and business processes for procuring raw materials, transforming them into intermediate and finished products, and distributing the finished products to customers
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supply chain execution systems
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manage the flow of products through distribution centers and warehouses to ensure that products are delivered to the right locations in the most efficient manner
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supply chain planning systems
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enables firm to model existing supply chain, generate demand forecasts for products, and develop optimal sourcing and manufacturing plans
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touch point (a.k.a. contact point)
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a method of interaction with the customer (i.e., telephone, e-mail, customer service desk, mail, social network, website, wireless device, retail store)
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