Management Information Systems Chapter 9

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Management Information Systems; Managing the Digital Firm 12th edition Laudon & Laudon

enterprise software

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

supply chain

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

just-in-time

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.

bull whip effect

distortion of information about the demand for a product as it passes from one entity to the next across the supply chain.

supply chain planning systems

systems that enable a firm to generate demand forecasts for a product and to develop sourcing and manufacturing plans for that product

demand planning

determining how much product a business needs to make to satisfy all its customers' demands

supply chain execution systems

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

push-based model

supply chain driven by production master schedules based on forecasts or best guesses of demand for products, and products are "pushed" to customers

pull-based model

supply chain driven by actual customer orders or purchases so that members of the supply chain produce and deliver only what customers have ordered.

touch point

method of firm interaction with a customer, such as telephone, e-mail, customer service desk, conventional mail, or point-of-purchase

partner relationship management (PRM)

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

employee relationship management (ERM)

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

cross-selling

Marketing complementary products to customers

operational CRM

Customer-facing applications, such as sales force automation, call center and customer service support, and marketing automation.

analytical CRM

Customer relationship management applications dealing with the analysis of customer data to provide information for improving business performance

customer lifetime value (CLTV)

Difference between revenues produced by a specific customer and the expenses for acquiring and servicing that customer minus the cost of promotional marketing over the lifetime of the customer relationship,expressed in today's dollars

churn rate

Measurement of the number of customers who stop using or purchasing products or services from a company. Used as an indicator of the growth or decline of a firm's customer base.

service platform

Integration of multiple applications from multiple business functions, business units, or business partners to deliver a seamless experience for the customer, employee, manager, or business partner

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