chapter 11 MIS

open source CRM systems

CRM software whose source code is available to developers and users.

analytical CRM system

CRM system that analyzes customer behavior and perceptions in order to provide actionable business intelligence.

Operational CRM systems

The component of CRM that supports the front office business processes that directly interact with customer (i.e. sales, marketing, and service).

front office processes

Those processes that directly interact with customers; that is, sales, marketing, and service.

IOS

an information system that supports information flow among two or more organizations.

mobile CRM

an interactive CRM system where communications related to sales, marketing, and customer service activities are conducted through a mobile medium for the purpose of building and maintaining customer relationships between an organization and its customers.

VMI

an inventory strategy where the supplier monitors a vendor's inventory for a product or group of products and replenishes products when needed.

procurement portals

corporate portals that automate the business processes involved in purchasing or procuring products btw a single buyer and multiple suppliers.

Distribution portals

corporate portals that automate the business processes involved in selling or distributing products from a single supplier to multiple buyers.

bullwhip effect

erratic shifts in orders up and down the supply chain

cross selling

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

social CRM

the use of social media technology and services to enable organizations to engage their customers in a collaborative conversation in order to provide mutually beneficial value in a trusted and transparent manner.

collaborative CRM system

A CRM system where communications btw the organization and its customers are integrated across all aspects of marketing, sales, and customer support processes

customer relationship management

A customer focused and customer driven organizational strategy that concentrates on addressing customers' requirements for products and services, and then providing high quality , responsive services.

customer interaction centers

a CRM operation where organizational representatives use multiple communication channels to interact with customers in functions such as inbound teleservice and outbound telesales.

on demand CRM system

a CRM system that is hosted by an external vendor in the vendor's data center.

pull model

a business model in which the production process begins with a customer order and companies make only what customers want, a process closely aligned with mass customization.

push model

a business model in which the production process begins with a forecast, which predicts the products that customers will want as well as the quantity of each product. The company then produces the amount of products in the forecast, typically by using mass production and sells or pushes those products to consumers.

(EDI) electronic data interchange

a communication standard that enables the electronic transfer of routine documents between business partners.

bundling

a form of cross selling where an enterprise sells a group of products or services together at a lower price than the combined individual price of the products.

upselling

a sales strategy where the organizational representative provides to customers the opportunity to purchase higher value related products or services in place of or along with, the consumer's initial products or service selection.

just in time

a system in which a supplier delivers the precise number of parts to assembled into a finished product at precisely the right time.

supply chain management

an activity in which the leadership of an organization provides extensive oversight for the partnerships and processes that compose the supply chain and leverages these relationships to provide an operational advantage.

customer touch points

any interaction btw a customer and an organization

customer touching CRM applications e-CRM

applications and technologies with which customers interact and typically help themselves

customer facing CRM applications

areas where customers directly interact with the organization, including customer service and support, sales force automation, marketing and campaign management.

extranets

network that link business partners over the internet by providing them access to certain areas of each other's corporate intranets.

loyalty programs

programs that offer rewards to customers to influence future behavior

vertical integration

strategy of integrating the upstream part of the supply chain with the internal part, typically by purchasing upstream suppliers, in order to ensure timely availability of supplies.

supply chain visibility

the ability of all organizations in a supply chain to access or view relevant data on purchased materials as these materials move through their suppliers' production process

sales force automation

the component of an operational CRM system that automatically records all the aspects in sales transaction process.

supply chain

the coordinated movement of resources from organizations through conversion to the end consumer.