ISM FINAL SET 3
Order by
10 terms
Terms | Definitions |
|---|---|
 Inventory related matters (systems used to manage, types of inventory, etc.) | Inventory Management and Control Software-provides control and visibility to the status of Individual items maintained in inventory o Cycle inventory The average amount of inventory held to satisfy customer's demands between inventory deliveries. o Safety inventory Extra inventory held in the event demand exceeds supply. |
| Various CRM technologies | o Marketing-cross selling up selling o Sales-sales management, opportunity management o Customer Service-contact centers, call scripting |
| CRM Business Drivers | o Automatic/productivity/effectiveness o Competitive advantage o Customer demand o Increase revenue |
| CRM Business Drivers | o Decrease costs o Customer support o Inventory control o Accessibility |
| Operational CRM, including what they are and why/how they're used | o Operational CRM Supports traditional transactions processing for day to day front office operations or systems that deal directly with customers. ***Marketing-cross selling, up selling ***Sales-Sales Management, Opportunity Management ***Customer Service-contact center, call scripting ***Enhances customer transactions |
| Analytical CRM, including what they are and why/how they're used | o Analytical CRM Supports back office operations and strategic analysis and includes all systems that do not deal directly with the customers. |
| CRM best practices | o Clearly communicate the CRM strategy o Define information needs and flows o Build an integrated view of the customer o Implement in iterations o Scalability for organizational growth |
| Evolution of CRM - 3 Phases | o 3 phrases: Reporting - help organizations id their customers across other applications - asking what happend Analyzing - help segment customers into categories - asking why it happend Predicting - help make predictions reguarding customers - what will happen |
| Basic e-business models | o Business to business ( B2B) Applies to businesses buying from and selling to each other over the internet. o Business to consumer (B2C) Applies to any business that sells its products or services to consumers over the internet |
| Basic e-business models | o Consumer to Business (C2B) Applies to any consumer that sells a product or service to a business over the internet o Consumer to consumer (C2C) Applies to sites primarily offering goods and services to assist costumers interacting with each other over the internet. |
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