Allow separate systems to communicate directly with each other, eliminating the need for manual entry into multiple systems. Building this allows the sharing of information across databases along dramatically increasing its quality.
is the use of the internet to provide customers with the ability to gain personalized information by querying corporate databases and their information sources.
the integration of a company’s existing management information systems.
the integration of data from multiple sources, which provides a unified view of all data.
1 of 2 methods for integrating databases which takes information entered into a given system and sends it automatically to all downstream systems and processes.
1 of 2 methods of integrating databases which takes information entered into given system and sends it automatically to all upstream systems and process.
Integration Tool that provides enterprise wide support and data access for a firm’s operations and business processes. These systems can manage customer information across the enterprise, letting you view everything your customer has experienced from a sales to support.
Enterprise application Integration (EAI)
Integration Tool that connects the plans, methods, and tools aimed at integrating separate enterprise systems. A legacy system is a current or existing system that will become the base for upgrading or integrating with a new system
Part of the EAI which several different types of software that sit between and provide connectivity for more software application. This is how integrations are achieved
Enterprise Application integration Middleware
takes a new approach to middleware by packaging commonly used application together, reducing the time needed to integrate applications from multiple vendors.
consists of all parties involved, directly or indirectly in obtaining raw materials or a product.
Supply chain management
the management information flows between and among activities in a supply chain to maximize total supply chain effectiveness and corporate profitability. 3 business level process: materials flow from supplier and their upstream suppliers at all levels, materials are transformed into semifinished and finished products, products are distributed to customers and their downstream customers at all levels.
5 supply chain management activities
Plan, source, make, deliver, and support
Effective and efficient SCM
Decrease the powers of its buyers, increase its supplier power, increase buyers’ switching costs to reduce the threat of substitute products or services, create entry barriers to reduce the threat of new entrants, and increase efficiencies while seeking a competitive advantage through cost leadership
Supply chain visibility
the ability to view all areas up and down the supply chain in real time. Benefit of SCM
Supply chain planning system
use advanced mathematical algorithms to improve the flow and efficiency of the supply chain while reducing inventory. Benefit of SCM
supply chain execution systems
ensure supply chain cohesion by automating the different activities of the supply chain. Benefit of SCM
Electronic data interchange
a standard format for the electronics exchange of information between supply chain participants. Benefit of SCM
occurs when distorted product demand information ripples from one partner to the next throughout the supply chain.
demand planning systems
generate demand forecasts using statistical tools and forecasting techniques, so companies can respond faster and more effectively to consumer demands through supply chain enhancements. Benefit of SCM
Challenges of SCM
Costs and Complexity
Customer Relationship Management
is a means of managing all aspects of a customer’s relationship with an organization to increase customer loyalty and retention and an organization’s profitability. allows an organization to gain insights into customer’s shopping and buying behavior
CRM reporting technologies
1 of 3 phases of the evolution of CRM that helps organizations identify their customers across other applications.
CRM analysis technologies
2 of 3 phases of the evolution of CRM that helps organizations segment their customers into categories such as best and worst customers.
CRM predicting technologies
3 of 3 phases of the evolution of CRM that helps organizations predict customer behavior, such as which customers area t risk of leaving.
supports traditional transactional processing for day to day front office operations or systems that deal directly with the customers.
supports back office operations and strategic analysis and includes all systems that do not deal directly with the customers.
1 of 4 primary operational CRM technologies for marketing department that compile customer information from a variety of sources and segment it for different marketing campaigns.
2 of 4operational CRM technologies for marketing department that guide users through marketing campaigns by performing such tasks as campaign definition, planning, scheduling, segmentation, and success analysis.
3 of 4 operational CRM technologies For marketing department that occurs when selling additional products or services to an existing customer.
4 of 4 operational CRM technologies for marketing department that increases the value of the sale.
customer service and support (CSS)
a part of operational CRM that automates service requests, complaints product, returns, and information
Sales management CRM systems
1 of 3 operational CRM technologies for a sales department that automate each phase of the sales process, helping individual sales representatives coordinate and organize all their accounts.
Contract Management CRM systems
2 of 3 operational CRM technologies for a sales department that maintains customer contact information and identifies prospective customers for future sales, using tools such as organizational charts, detailed customer notes, and supplemental sales information.
Opportunity Management CRM systems
3 of 3 operational CRM technologies for a sales department that target sales opportunities by finding new customer or companies for future sales.
Contact Center (Call center)
1 of 3 operational CRM technologies for customer services where customer service representatives answer customer inquiries and solve problems, usually by email, chat, or phone
Web based self service systems
2 of 3 operational CRM technologies for customer services that allow customers to use the web to find answers to their questions or solutions to their problems.
Click to talk
allow customers to click on a button and talk with representative via internet.
Call Scripting systems
3 of 3 operational CRM technologies for customer service that gather product details and issue resolution information that can automatically generated into script for the representative to read to the customer.
occurs when a website has stored enough data about a person’s likes and dislikes to fashion offers more likely to appeal to that person.
Supplier relationship management
Part of the future of CRM focuses on keeping suppliers satisfied by evaluating and categorizing suppliers for different projects.
Partner relationship management
part of the future of CRM that discovers optimal sales channels by selecting the right partners and identifying mutual customers.
Employee relationship management
part of the future of CRM that provides web based self service tools that streamline and automate the human resource department.
Enterprise resource planning (ERP)
Integrates all departments and functions throughout an organization into a single IT system so employees can make decisions by viewing enterprise wide information about all business operations.
1 of 2 primary components of ERP that are traditional components included in most ERP systems and primarily focus on international operations.
2 of 2 primary components of ERP that are the extra components that meet organizational needs not covered by the core components and primarily focus on external operations.
Accounting and Finance ERP components
1 of 3 common core ERP components Manages accounting data and financial processes within the enterprise with functions such as general ledger, accounts payable, accounts receivable, budgeting, and asset management
Production and materials management ERP components
2 of 3 common core ERP components that Handles the various aspects of production planning and execution such as demand forecasting, production scheduling, job cost accounting, and quality control
Human resources ERP components
3 of 3 common core ERP components that Tracks employee information including payroll, benefits, compensation, performance assessment, and assumes compliance with the legal requirements of multiple jurisdictions and tax authorities
Extended ERP components
Business intelligence, customer relationship management, supply chain management, and ebusiness
manages the transportation and storage of goods
the business to business online purchase and sale of supplies and services.
Enables organizations to clarify their vision and strategy and translate them into action views the organization from four perspectives:Learning and growth, Internal business process, Customer , and Financial
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