ch. 11 mis

data mining

develops a purchasing profile or snapshot of a consumers buying habits that may lead to additional sales through cross-selling, upselling and bundling

information sharing

facilitated by electronic at a interchange and extranets, it helps to improve the demand forecasts

pull model

in this model, also known as make to order, the production process begins with a customer order (two separate questions on test)

push model

in this model, also knows as make to stock, the production process begins with a forecast, which is imply an educated guess as to customer demand

vertical integration

a business strategy in which a company purchases its upstream suppliers to ensure that its essential supplies are available as soon as the company needs them

upselling

a strategy in which the salesperson provides customers with the opportunity to purchase related products or services of greater value in place of, or along with, the consumer's initial product of service selection

just in time (JIT) inventory

a strategy to minimize inventories deliver the precise number of parts, called work-in-process inventory, to be assembled into a finished product at precisely the right time

EXAM (blue): ________ includes those areas where customers directly interact with the company

a. crm b. analytical arm c. customer-facing crm******* d. customer-touching crm e. transactional crm

EXAM (pink): A(n) _________ refers to the flow of materials, information, money, and services from raw material suppliers, through factories and warehouses to the end customers

a. demand chain b. business process c. manufacturing process d. supply chain****** e. enterprise resource process

EXAM (blue): ________ is a CRM system that is hosted by an external vendor in the vendor's data center

a. mobile crm b. analytical crm c. operational crm d. on-demand crm****** e. customer-facing crm

EXAM (pink): in the ________, the production process begins with a forecast

a. supply chain model b. inventory model c. pull model d. vertical integration model e. push model*******

EXAM (blue): AT&T sells telephone services that include local and long-distance service, voice mail service, caller ID, and digital subscriber line access to the internet. this is a from of:

a. up-selling b. cross-selling c. bundling***** d. customer relationship mgmt e. customer intimacy

customer facing applications

allow an organization's sales, field service, and customer interaction center representatives interact directly with customers through customer service and support, sales force automation, marketing, and campaign management

mobile CRM systems

an interactive system that enables an organization to conduct communications related to sales, marketing, and customer service activities through a mobile medium for the purpose of building and maintaining relationships with its customers

360 data view customer

complete data set on each customer that allows a company can enhance its relationship with its customers and ultimately make more productive and profitable decisions -data consolidation and the 360 view of the customer enable the organizations functional areas to readily share information about customers which leads to collaborative CRM

marketing

crm marketing applications use data mining to sift through volumes of customer data

customer-touching applications (or electronic CRM e-CRM)

customer self-help applications/technologies -search and comparison capabilities -technical and other information and services -customized products and services -mass customization -personalized web pages -FAQ's -e-mail and automated response -loyalty programs

bundling

is a form of cross-selling in which a business sells a group of products or services together at a lower price than their combined individual prices

vendor-managed inventory (VMI)

occurs when the supplier, rather than the retailer, manages the entire inventory process for a particular product or group of products

analytical CRM

provide business intelligence by analyzing customer behavior and perceptions providing information concerning customer requests and transactions, as well as customer responses to the orgs marketing, sales, and service initiatives. these systems also create statistical models of customer behavior and the value of customer relationships over time, as well as forecasts about acquiring, retaining and posting customers

collaborative CRM systems

provide effective and efficient interactive communication in all aspects of marketing, sales, and customer support with the customer throughout the entire organization. this was one of the answers options on the test, don't remember if it was relevant

on-demand CRM systems

systems hosted by an *external* vendor in the vendor's data center which spares the org the costs associated with purchasing the system, maintenance, and employees need to know only how to access and utilize it. also know as *utility computing* or software-as-a-service (SaaS)

supply chain

the flow of materials, information, money, and services from raw material suppliers, through factories and warehouses, to the end of customers

cross-selling

the marketing of additional related products to customers based on a previous purchase