ISM FINAL SET 3
|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
|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.