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18 Cards in this Set

  • Front
  • Back
Analytical CRM
analyze customer data generated by operational CRM to provide information for improving business performance
bullwhip effect
information about the demand for a product gets distorted as it passes through the supply chain
churn rate
measures the number of customers who stop using or purchasing products or services
cross-selling
marketing of complementary products to customers
customer lifetime value (CLTV)
analytical CRM output based on revenue produced by a specific customer, customer acquisition and service expenses, and life expectancy of customer/company relationship
demand planning
determines how much product a business needs to make to satisfy all of its customers’ demands
employee relationship management (ERM)
software deals with employee issues closely related to CRM
enterprise software
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)
just-in-time strategy
components arrive exactly at the moment they are needed and finished goods shipped as they leave assembly line
operational CRM
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)
partner relationship management (PRM)
a module of CRM package that enhances collaboration between a company and its selling partners
pull-based model (a.k.a. demand-driven)
actual customer orders or purchases trigger events in supply chain
push-based model
production master schedules are based on forecasts or best guesses of demand for products
social CRM
enables businesses to connect CRM process to customer conversations and relationship from social networking sites
supply chain
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
supply chain execution systems
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
supply chain planning systems
enables firm to model existing supply chain, generate demand forecasts for products, and develop optimal sourcing and manufacturing plans
touch point (a.k.a. contact point)
a method of interaction with the customer (i.e., telephone, e-mail, customer service desk, mail, social network, website, wireless device, retail store)