Management Information Systems-Chapter 9

includes applications that analyze customer data generated by operational CRM applications to provide information for improving business performance

Analytical CRM

Measures the number of customers who stop using or purchasing products or services from a company

Churn rate

_______ systems capture and integrate customer data from all over the organization, consolidate the data, and analyze the data, and then distribute the results to various systems and customer touch points across the enterprise.

Customer relationship management (CRM)

Determines how much product a business needs to make to satisfy its customers's demands.

Demand planning

_______ systems helps firms respond rapidly to customer requests for information or products.

Enterprise

Set of integrated modules for applications such as sales and distribution, financial accounting, investment management, materials management, production planning, plant maintenance, and human resources that allow data to be used by multiple functions and business processes.

Enterprise software

A scheduling system for minimizing inventory by having components arrive exactly at the moment they are needed and finished goods shipped as soon as they leave the assembly line best describes a ________ strategy.

Just in time

includes customer-facing applications, such as tools for sales force automation, call center and customer service support, and marketing automation

Operational CRM

Automation of the firm's relationships with its selling partners using customer data and analytical tools to improve coordination and customer sales.

Partner relationship management (PRM)

Modules in CRM systems help sales staff increase productivity by focusing sales efforts on the most profitable customers, those who are good candidates for sales and services

Sales force automation (SFA)

Tools enabling a business to link customer conversations, data, and relationships from social networking sites to CRM processes

Social CRM

A network of organizations and business processes for procuring raw materials, transforming these materials into intermediate and finished products, and distributing the finished product to customers.

Supply chain

Manages the flow of products through distribution centers and warehouses to ensure that products are delivered to the right locations in the most efficient manner.

Supply chain execution systems

When information about the demand for a product gets distorted as it passes from one entity to the next across the supply chain.

bullwhip effect

Selling additional complementary products or services to a customer

cross-selling

Software dealing with employee issues that are closely related to CRM, such as setting objectives, employee performance management, performance-based compensation, and employee training

employee relationship management (ERM)

In a ______ model, also known as a demand-driven or build-to-order model, actual customer orders or purchases trigger events in the supply chain.

pull-based

Walmart's continuous replenishment system is an example of a ________ model.

pull-based

In a ______ model, production master schedules are based on forecasts or best guesses of demand for products, and products are pushed to customers.

push-based

Acts as a buffer for the lack of flexibility in the supply chain.

safety stock

Enables the fir to model its existing supply chain, generate demand forecasts for products, and develop optimal sourcing and manufacturing plans.

supply chain planning systems

A method of interaction with the customer, such as telephone, email, customer service, etc.

touch point.