Term
| Customer Relationship Management (CRM) |
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Definition
use IT to create cross-functional enterprise system that integrates and automates customer-serving processes. |
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Term
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Definition
1)provide customer service, support, experience 2)identify and target best customers and retain them 3)enables customization based on customer wants 4)track customer contact |
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Term
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Definition
1)better customer service 2)make call centers more efficient 3)cross sell products more effectively 4)help sales staff close deals faster 5)simplify marketing and sales processes 6)discover new customers 7)Increase customer revenues |
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Term
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Definition
Find most valuable customers RFM - Recency, Frequency, Monetary value measure of cutomer r, f, m |
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Term
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Definition
Reporting - help identify customers across other applications Analysis - help segment customers into categories Predicting - help make predictions of customer behavior |
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Term
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Definition
| supports traditional transactional processing for day-to-day front-office ops that deal directly with customers |
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Term
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Definition
| supports back-office operations and strategic analysis that do not deal directly with customers (uses data warehousing and business intelligence) |
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Term
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Definition
1) give customers more of what they want
2)value their time
3)over deliver
4)contact frequently
5)generate a trustworthy mailing list
6)follow up |
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Term
| Operational CRM technologies |
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Definition
List generator - segment customers from different sources for marketing
campaign management system - guide through marketing campaigns |
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Term
| Enterprise Resource planning |
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Definition
| integrates all departments and functions throughout an organization into a single IT system, thus enabling employees to make enterprise wide decisions with information from the whole enterprise.Help to gain efficiency, agility, responsiveness. |
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Term
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Definition
Core component - traditional components included in most ERP systems and they primarily focus on internal ops
Extended component - extra components that meet the needs not covered by core and primarily focus on external ops |
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Term
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Definition
1)accounting and finance
2)production and materials management
3)human resource |
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Term
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Definition
1)business intelligence
2)CRM
3)SCM
4)e-business |
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Term
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Definition
1)integrate financial information
2)integrate customer order information
3)standardize and speed up manufacturing processes
4)reduce inventory
5)standardize human resource information |
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Term
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Definition
| reengineering, hardware, software, training, data conversion |
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Term
| ERP Partnerships and alliances |
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Definition
| collaboration system - supports the work of teams by facilitating the sharing and flow of information. form alliances based on core competencies |
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Term
| Systems Development Life Cycle (SDLC) |
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Definition
| process of developing info. systems from planning and analysis through implementation and maintenance |
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Term
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Definition
planning - establish plan of project and goals
analysis - analyzing end-user business requirements (prototype)
design - describe desired features and ops of system
development - take designs and transform them into the actual system
testing - special testing to verify that system meets business requirements
implementation - place system in production for use in business operations
maintenance - perform changes and upgrades to ensure system continues to meet its goals |
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Term
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Definition
| sequential, activity-based process through the phases of SDLC |
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Term
| Rapid Action Development (RAD) |
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Definition
| emphasize user involvement in rapid construction of system prototypes to accelerate system development |
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Term
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Definition
| application of knowledge, skills, tools to project activities to meet shareholder expectations |
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Definition
| process of proactive and ongoing identification and response to risk factors |
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Term
| Project Management Strategies |
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Definition
1)define project success criteria
2)develop a solid project plan
3)divide and conquer
4)plan for change
5)manage project risk |
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Term
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Definition
| process of building capacity, capability and will |
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Term
| Change Management Process |
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Definition
| create vision, define strategy, build commitment, manage people performance, deliver benefits, develop culture, design organization |
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Term
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Definition
| firm seeks services from another organization that choose not to perform in-house |
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Term
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Definition
| contract length, competitive edge, confidentiality, scope definition |
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