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Chapter 9: Enterprise Applications

Enterprise Software
built around thousands of predefined business processes that reflect best practices
supply chain
a network of organizations and business processes for procuring raw materials, transforming these materials into intermediate and finished products, and distributing the finished product to customers
just-in-time strategy
components would arrive exactly at the moment they were needed and the finished goods would be shipped as they left the assembly line
bullwhip effect
information about the demand for a product gets distorted as it passes from one entity to the next across the supply chain
Supply chain planning systems
enables the firm to model its existing supply chain, generate demand forecasts for product, and develop optimal sourcing and manufacturing plans
Demand Planning
determines how much product a business needs to make to satisfy all of its customers’ demands
Supply chain execution systems
manage the flow of products through distribution centers and warehouses to ensure that products are delivered to the right location in the most efficient manner
push-based model
production master schedules are based on forecasts or best guesses of demand for products, and products are “pushed” to customers
pull-based model
actual customer orders or purchases trigger events in the supply chain
touch point
any method of interaction with the customer
Partner Relationship management (PRM)
same tools as CRM but used to enhance collaboration between the company and its selling partners
Employee Relationship Management (ERM)
deals with employee issues closely related to CRM, such as setting objectives, employee performance management, performance-based compensation, and employee training
marketing of complementary products to customers
Operational CRM
customer-facing applications
Analytical CRM
applications that analyze customer data generated by operational CRM applications to provide information for improving business performance
Customer lifetime value (CLTV)
total value of customer to company over the expected life of the relationship (profit*amt of time)
Churn Rate
measures the number of customers who stop using or purchasing products or services from a company
Social CRM
enable a business to connect customer conversations and relationships from social networking sites to CRM processes
Business Intelligence in Enterprise Applications
help managers obtain more meaningful information from the massive amounts of data generated by EA systems

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