Information Systems: Chapter 9

Front 1

Customer Relationship Management (CRM)

Back 1

-managing all aspects of a customer's relationship with an organization to increase customer loyalty and retention

Front 2

Benefits of CRM

Back 2

-provide better customer service
-improve call center efficiency
-cross-sell products more effectively
-help sales staff close deals faster
-simplify marketing
-discover new customers
-increase customer revenues

Front 3

Operational CRM

Back 3

-supports traditional transactional processes for day to day front office operations or systems that deal directly with the customers

Front 4

Analytical CRM

Back 4

-supports back office operations and strategic analysis and includes all systems that do not deal directly with customers

Front 5

Sales Management CRM Systems

Back 5

-automate each phase of the sales process, helping individual sales reps coordinate and organize all of their accounts

Front 6

Contact Management CRM Systems

Back 6

--maintain customers contract information and identifies prospective customers for future sales

Front 7

Opportunity Management CRM Systems

Back 7

-target sales opportunities by finding new customers or companies for future sales

Front 8

Supplier Relationship Management (SRM)

Back 8

-focuses on keeping suppliers satisfied by evaluating and categorizing suppliers for different projects, which optimizes supplier selection
-Benefits
1. single consolidated view of all suppliers
2. consistent, detailed information
3. elimination of duplicate suppliers

Front 9

Partner Relationship Management (PRM)

Back 9

-focuses on keeping vendors satisfied by managing alliance partner and reseller relationships that provide customers with the optimal sales channel
-Benefits
1. expanded market coverage
2. offerings of specialized products and services
3. broadened range of offerings

Front 10

Employee Relationship Management (ERM)

Back 10

-provides employees with a subset of CRM applications available through a web browser

Front 11

Operational Business Intelligence

Back 11

-manage daily operations, integrate BI with operation systems
-primary users: managers, analysts
-used daily

Front 12

Tactical Business Intelligence

Back 12

-conduct short-term analysis to achieve strategic goals
-primary users: executives, managers
-used days to weeks to months

Front 13

Strategic Business Intelligence

Back 13

-achieve long term organizational goals
-primary users: executives, managers
-used months to years

Front 14

Data Mining

Back 14

-process of analyzing data to extract information not offered by raw data alone

Front 15

Data Mining Tools

Back 15

used for:
-classification
-estimation
-affinity grouping
-clustering