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11 Cards in this Set
- Front
- Back
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Business Process |
a standardized set of activities that accomplish a specific task, such as processing a customer's order (all the steps involved) |
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Business Process Re-engineering (BPR) |
the analysis and redesign of workflow within and between enterprises |
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customer-facing processes |
result in a product or service received by an organization's external customer (fulfilling orders, communication with customers) |
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business-facing processes |
are invisible to the external customer but essential to the effective management of the business (goal setting, day-to-day planning, allocating resources) |
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Supply Chain |
includes all parties involved, directly or indirectly, in obtaining raw materials or a product |
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Supply Chain Management (SCM) |
the management of information flows between and among activities in a supply chain to maximize total supply chain effectiveness and corporate profitability |
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Customer Relationship Management (CRM) |
involves managing all aspects of a customer's relationship with an organization to increase customer loyalty and retention and an organization's profitability |
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Three Phases of CRM |
Reporting Analyzing Predicting |
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CRM Reporting technologies |
help organizations identify their customers across other applications (what happened) |
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CRM Analysis technologies |
help organizations segment their customers into categories such as best and worst customers (why it happened) |
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CRM Predicting techologies |
help organizations predict customer behavior such as which customers are at risk of leaving (what will happen) |
