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13 Cards in this Set

  • Front
  • Back
Enterprise Resource Planning (ERP) System
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
Supply Chain Management (SCM) System
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
Just-in-time (JIT)
Method for producing or delivering a product or service just at the time the customer wants it.
SCM - Inter-modal transportation
Multiple transportation channels (railway, truck, etc) to move products from origin destination
Customer relationship management (CRM) system
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
CRM - Sales force automation (SFA) systems
Automatically track all the steps in the sales process
Sales lead tracking
~Listing potential customers
~Market and customer analysis
~Product configuration
~Getting repeat customers
CRM Opportunities
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
IT for CRM - Front-office systems
primary interface to customers and sales channels
IT for CRM - Back-office systems
fulfill and support customer orders
IT for CRM - Software-as-a-service (SaaS)
software model in which you pay for software on a pay-per-use basis instead of buying the software
Social Media
Web-based and mobile technologies that create interactivity among users, mostly allowing users to be both creators and consumers of content
Social Media - Web 2.0
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
Social Media Aspects
~Social networking
~Social shopping
~Social playing
~Social “saving the world”
~Social locationing