Mis 311 Business Driven Information Systems, Chapter 9 By Baltzan & Phillips

Front 1

Analytical CRM

Back 1

Supports back-office operations and strategic analysis and inclues all systems that do not deal directly with the customers.

Front 2

Automatic call distribution

Back 2

A phone switch routes inbound calls to available.

Front 3

Call scripting system

Back 3

Accesses organizational databaes that tracks similar issues or quesetiosn and automatically generate the details for the CSR who can then realy them to the customer.

Front 4

Campaign management system

Back 4

Guides users through marketing campaigns performing such tasks as campaign definition, planning, scheduling, segmentation, and success analysis.

Front 5

Contact center (call center)

Back 5

Customer service representatives (CSRs) answer customer inquiries and respond to problems through a number of different customer touchpoints.

Front 6

Contract management CRM system

Back 6

Maintains customer contact information and identifies prospective customers for future sales.

Front 7

CRM analysis technology

Back 7

Help organizations make segment their customers into categories such as best and worst customers.

Front 8

CRM predicting technology

Back 8

Help organizations make predictions regarding customer behavior such as which customers are at risk of leaving.

Front 9

CRM reporting technology

Back 9

Help organizations identify their customers across other applications.

Front 10

Cross-selling

Back 10

Selling additional products or services to a customer.

Front 11

Customer relationship management (CRM)

Back 11

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

Front 12

Employee relationship management (ERM)

Back 12

Provides employees with a subset of CRM applications available through a Web browser.

Front 13

Interactive voice response (IVR)

Back 13

Directs customers to use touch-tone phones or keywords to navigate or provide information.

Front 14

List generator

Back 14

Compiles customer information from a variety of sources and segments the information for different marketing campaigns.

Front 15

Operational CRM

Back 15

Supports traditional transactional processing for day-to-day front-office operations or systems that deal directly with the customers.

Front 16

Opportunity management CRM system

Back 16

Targets salse opportunities by finding new customers or companies for futre sales.

Front 17

Partner relationship management (PRM)

Back 17

Focuses on keeping vendors satisfied by managing alliance partner and reseller relationships that provide customers with the optimal sales channel.

Front 18

Personalization

Back 18

Occurs when a Web site can know enough about a person's likes and dislieks that it can fashion offers that are more likely to appeal to that person.

Front 19

Predictive dialing

Back 19

Automatically dials outbound calls and when someone answers, the call is forwarded to an available agent.

Front 20

Sales management CRM system

Back 20

Automates each phase of the sales process, helping invididual sales representatives coordinate and organize all of their accounts.

Front 21

Sales force automation (SFA)

Back 21

A system that automatically tracks all of the steps in the sales process.

Front 22

Supplier relationship management (SRM)

Back 22

Focuses on keeping suppliers satisfied by evaluating and categorizing suppliers for different projects, which optimizes supllier selection.

Front 23

Up-selling

Back 23

Increasing the value of a sale.

Front 24

Web-based self service system

Back 24

Allows customers to use the Web to find answers to their questions or solutions to their problems.