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23 Cards in this Set
- Front
- Back
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What is CRM? |
Front-organizational automation Enables an organization to: -Provide better customer service -Make call centers more efficient -Cross sell products more effectively -Help sales staff close deals faster -Simplify marketing andsales processes - -Discover new customers -Increase customer revenues |
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What are the multiple communication channels in CRM? |
-Voice:phone calls -SocialMedia: Facebook,twitter -Correspondences: emails,letters, faxes -Websites:online order, chat CRM can track every form of customer communication |
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Operational CRM |
supports traditional transactional processing for day-to-day front-office operations orsystems that deal directly with thecustomers |
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Analytical CRM |
supports back-office operations and strategic analysis and includes all systems that do notdeal directly with the customers |
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What are some examples of Operational and Analytical CRM? |
Operational CRM: Sales, Marketing and Customer Service Systems Analytical CRM: Collaborative CRM System, Data Warehouse and Data Mining |
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What are the three major trends? |
Supplier Relationship Management (SRM) Partner Relationship Management (PRM) Employee Relationship Management (ERP) |
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Supplier relationship management (SRM) |
focuses on keeping suppliers satisfied |
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Partner relationship management (PRM) |
focuses on keeping vendors satisfied in order to optimize sales channel for customers |
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Employee relationship management (ERM) |
provides employees with a subset of CRM applications available through a web browser |
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CRM success factors include: |
1.Clearly communicate the CRM strategy 2.Define information needs and flows 3.Build an integrated view of the customer 4.Implement in iterations (repetition of the same process) 5.Scalability for organizational growth |
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Enterprise Resource Planning (ERP) |
ERP is a back-organizational automation At the heart of all ERP systems is a database,when a user enters or updates information in one module, it is immediately and automatically updated throughout the entire system |
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ERP Must: |
Integrate various organization processes and be: -Flexible -Modular and open -Comprehensive -Beyond the company |
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Core ERP component |
traditional components included in most ERP systems and they primarily focus on internal operations |
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Extended ERP component |
extra components that meet the organizational needs not covered by the core components and primarily focus on external operations |
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Three most common core ERP components |
1.Accounting and finance 2.Production & materials management 3.Human resource |
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Accounting and finance component |
manages accounting data and financial processes such as general ledger, accounts payable, accounts receivable, budgeting, and asset management |
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Human resource component |
tracksemployee information including payroll, benefits, compensation, performance assessment |
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Production & materials management component |
handles the various aspects of production planning and execution such as demand forecasting, production scheduling, job cost accounting, and quality control |
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Extended ERP components include: |
-Businessintelligence (BI) -Customer relationship management (CRM) -Supply chain management (SCM) -E-business |
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E-business components include: |
E-logistics–manages the transportation and storage of goods E-procurement– the business-to-business (B2B) purchase and sale of supplies and services over the Internet |
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E-business advantages and disadvantages are: |
Advantages: *Consistency *Providesup to date information *Allowscollaboration Disadvantages: *Systemcomplexity *Cost *Implementation *Usertraining |
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Integrating SCM, CRM, and ERP |
SCM, CRM, and ERP are the backbone of e-business Integration of these applications is the key to success for many companies Integration allows the unlocking of information to make it available to any user, anywhere, anytime |
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General audience and purposeof SCM, CRM and ERP |
CRM: Sales, Marketing, Customer Service SCM: Customers, Resellers, Partners, Suppliers, Distributors ERP: Accounting, Finance, Logistics, Production |
