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Chapter 9 final exam
Terms in this set (27)
ERP (Enterprise Resource Planning)
a suite of applications called modules, a database, and a set of inherent processes for consolidating business operations into a single, consistent, computing platform
collects data from many divisions of firm for use in nearly all of firms internal business activities
information entered in one process is immediately available for other processes
What is ERP (Enterprise Resource Planning)?
finance and accounting
manufacturing and production
sales and marketing
SCM (Supply Chain Management)
match supply to demand
reduce inventory levels
improve delivery service
speed product time to market
use assets more effectively
What is the push based model( build to stock)?
earlier scm systems
schedules based on best guesses of demand
old supply chain built to shelve
What is pull based model( demand driven)?
built to order
to start the assembly until they have to produce
customer order triggers events in supply chain
What is the upstream supply chain?
Firm's suppliers, suppliers' suppliers, processes for managing relationships with them
What is downstream supply chain?
Organizations and processes responsible for delivering products to customers
what is the safety stock for supply chain?
better for lack of flexibility in supply chain
what is the bull effect whip of supply chain?
information about product demand sets distorted as it passed from one entity to the next across the supply chain
what is the just in time supply chain?
components arrive as they are needed
What is CRM (customer relationship management)?
knowing the customer
in a large business to many customers and too many ways customers interact with the firm
capture and integrate customer data fro mall over the organization
consolidate and analyze customer data
distribute customer information to various systems and customer touch points across the enterprise
Extract, Transform, Load
areas of a business where customers have contact with the company and data might be gathered
chat method of interaction
customer lifetime value business value of the customers relationship
Analyzes customer data OLAP data mining
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.
what is analytical crm?
based on data warehouses populated by operational crm
data from data warehouses and data mining
What is OLAP?
Online Analytical Processing
- describes the
functionality for spectral manipulation and analysis of huge volumes of complex data
what is a data warehouse?
a large store of data accumulated from a wide range of sources within a company and used to guide management decisions.
What is social crm?
listening and engaging
company social networks
monitor social and web based networks
What are the three elements of the supply chain?
what is reverse distribution?
extract,transform, load, data warehouse, analytical processing
what collaborative crm?
customer business that handles the customers information
business unit themselves
1. operational sales and marketing
2. analytical crm
3. collaborative crm
the process of analyzing data to extract information not offered by the raw data alone
What is sales force automation?
a system that automatically tracks all of the steps in the sales process
Implementation issues of BPR and ERP?
highly expensive to purchase and implement enterprise applications
average cost of enterprise project 6.l million
business processes change
organizational learning changes
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