ITM 6/10

What is the customer service life cycle

a framework to help understand the various tasks that one can use a CRM for by identifying a series of phases through which a customer will pass

what is transaction data

data that is the consequence of day to day business process activities or tasks

what is organizational data

defines the organizational structure of the enterprise

what are the 4 phases of a customer service life cycle

engage (create customer awareness of product/service) transact (complete the purchase process) fulfill (deliver product/service to customer) service (post-sales support)

what are the 3 roles of enterprise systems

execute the process capture and store process data monitor performance

how do enterprise systems execute the process

inform, provide data, complete steps automation emedded in the process

how do enterprise systems monitor performance

instance level info (status) process level info (aggregate)

what is master data

not related to any specific process but defines key entities in an organization like customer, vendors/suppliers, products, employees

what are the 3 types of data in an enterprise system

1 - organizational data 2 - master data 3 - transaction data

how do enterprise systems capture and store process data

automatic capture entered from outside of the system

what are customer managed interactions

customers store and manage data about themselves, this way the company can see info about the customer that would be unforseeable otherwise