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13 Cards in this Set
- Front
- Back
Enterprise Resource Planning (ERP) System
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Collection of integrated software for business management, accounting, finance, supply chain management, inventory management, customer relationship management, e-collaboration, etc.
~Attempts to integrate everything ~CRM drives what SCM will produce ~Everyone works together in e-collaboration ~The entire organization can know what the entire organization does ex) You cant register for a class with prerequisites or bills outstanding |
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Supply Chain Management (SCM) System
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Tracks inventory and information among business processes and across companies
~Goal is to squeeze out every penny of cost possible in the supply chain ~This will optimize fulfillment, logistics, production, revenue and profit, and cost and price |
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Just-in-time (JIT)
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Method for producing or delivering a product or service just at the time the customer wants it.
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SCM - Inter-modal transportation
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Multiple transportation channels (railway, truck, etc) to move products from origin destination
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Customer relationship management (CRM) system
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Uses information about customers to gain insight into their needs, wants, and behaviors in order to serve them better
~Includes multi-channel service delivery, multiple ways in which customers can interact with a business |
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CRM - Sales force automation (SFA) systems
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Automatically track all the steps in the sales process
Sales lead tracking ~Listing potential customers ~Market and customer analysis ~Product configuration ~Getting repeat customers |
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CRM Opportunities
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1) Business strategy
~Differentiation and focus ~Growing the organization 2) Classic goals ~Treating customers better ~Understanding their needs and wants ~Tailoring offerings ~Providing “delightful” experiences |
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IT for CRM - Front-office systems
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primary interface to customers and sales channels
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IT for CRM - Back-office systems
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fulfill and support customer orders
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IT for CRM - Software-as-a-service (SaaS)
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software model in which you pay for software on a pay-per-use basis instead of buying the software
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Social Media
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Web-based and mobile technologies that create interactivity among users, mostly allowing users to be both creators and consumers of content
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Social Media - Web 2.0
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Second generation of the Web focusing on online collaboration, users as both creators and modifiers of content, dynamic and customized information feeds, and many more engaging technologies
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Social Media Aspects
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~Social networking
~Social shopping ~Social playing ~Social “saving the world” ~Social locationing |