43152
Description
Flashcards by aleaguirre, updated more than 1 year ago
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Created by aleaguirre
over 11 years ago
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| Question | Answer |
| Interactive Voice Response (Customer Service CRM) | directs customers to use touch-tone phones or keywords to navigate or provide information |
| Predictive Dialing (Customer Service CRM) | automatically dials outbound calls and when someone answers, the call is forwarded to an available agent |
| Call Scripting Systems (Customer Service CRM) | access organizational databases that track similar issues or questions and automatically generate the details to the customer service rep who can then relay them to the customer |
| Web-Based Self-Service | allows customers to use the Web to find answers to their questions or solutions to their problems |
| Enterprise Resource Planning System (ERPS) | integrate all departments and functions throughout an organization into a single IT system (or integrated set of IT systems) so that employees can make enterprise wide decisions by viewing enterprise wide information on all business operations |
| Best Practices | the most successful solutions or problem solving methods for consistently and effectively achieving a business objective |
| Legacy (Standalone) Systems | information is not readily shared between systems (i.e. Inbound Logistics inventory information is not shared with Operations) |
| ERP Systems | Information is stored in a single data repository and can be accessed and updated by all functional systems |
| ERP Benefits | Elimination of costly, inflexible legacy systems Improved work processes – supports best practices Increased availability and timeliness of information Increased data accuracy and improved response time |
| ERP risks/costs | High monetary costs; May require radical changes to business processes to conform to the best practices supported by the ERP; Difficulties in installation – time involved |
| Supply Chain | an integrated network consisting of an organization, its suppliers, transportation companies and brokers used to deliver goods and services to customers |
| Supply Chain Management | Managing the information flows between and among stages in the supply chain to maximize effectiveness and profitability; Process of working with suppliers and other partners in the supply chain to improve procedures for delivering products and services |
| Upstream | A firm’s suppliers, supplier’s suppliers, processes for managing relationships with them |
| Transformation | Processing of materials into semifinished & finished products thru your organization’s own production processes |
| Downstream | Organizations & processes responsible for delivering products to customers |
| Supply Chain Management Advantages | Match supply to demand; Reduce inventory levels; Improve delivery service |
| Poor Supply Chain Management | Slow or inaccurate information from one company to another; Excessive inventories or stock outs/backorders |
| Supply Chain Visibility | the ability to view all areas up and down the supply chain |
| Bullwhip Effect | occurs when distorted product demand information passes from one entity to the next throughout the supply chain |
| Supply Chain Planning Systems | Model existing supply chain; Improve demand planning; Optimize sourcing, manufacturing plans; Establish inventory levels; Identify transportation modes |
| Supply Chain Execution Systems | Manage flow of products through distribution centers and warehouses |
| Facility | structure used to process or transform inventory into another product, or store inventory before shipping it to the next facility |
| Inventory | stock on hand to offset discrepancies between supply and demand |
| SCM Inventory management and control software | provides control and visibility to the status of individual items maintained in inventory |
| Cycle Inventory | the average amt. of inventory held to satisfy customer demands between scheduled deliveries |
| Safety Stock (Inventory) | extra inventory held in the event that demand exceeds supply |
| Production | the transformation processes used to process inputs into outputs |
| Transportation | moves inventory between the different stages in the supply chain |
| Transportation Methods | rail, truck, plane, ship, pipeline, electronic |
| Transportation Route | Traffic route; Destination route (distributor, end customer) |
| Intranets | to improve coordination among internal supply chain processes |
| Extranets | to coordinate supply chain processes shared with their business partners |
| Push-Based Model (Built to Stock) | Schedules based on best guesses of demand |
| Pull-based Model (demand-driven, build-to-order) | Customer orders trigger events in supply chain |
| The difference between push- and pull-based models is summarized by the slogan | “Make what we sell, not sell what we make |
| Customer Relationship Management (CRM) systems | Capture and integrate customer data from all over the organization; Consolidate and analyze customer data; Distribute customer information to various systems and customer touch points across enterprise; Provide single enterprise view of customers |
| Customer Relationship Management (CRM) | Involves managing all aspects of a customer’s relationship with an organization to increase customer loyalty and retention and an organization’s profitability |
| Operational CRM | Customer-facing applications such as sales force automation, call center and customer service support, and marketing automation |
| Operational CRM | Supports traditional transactional processing for day-to-day front-office operations, or systems that deal directly with the customers |
| Sales Force Automation | a system that automatically tracks all of the steps in the sales process |
| List Generators (Marketing CRM Modules) | compile customer information from a variety of sources and segments the information for different marketing campaigns |
| Campaign Management Systems (Marketing CRM module) | guide users through marketing campaigns |
| Survey Management (MArketing CRM module) | automates electronic surveys, polls, questionnaires to gather customer feedback |
| Cross-Selling (Marketing CRM module) | selling additional products or services |
| Up-Selling (Marketing CRM module) | increasing the value of the sale |
| Core Operational CRM modules | Sales Marketing Customer Service |
| Sales Force Automation CRM Modules | Provide sales prospect and contact information, product information, product configuration capabilities, and sales quote generation; Help increase sales force productivity |
| Customer Service CRM Modules (Operational CRM) | Call centers/contact centers/help desks |
| Automatic Call Distribution | a phone switch routes inbound calls to available agents |
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