8: Business Communications Flashcards
What are the two common methods for integrating databases?
Forward & backward,
Central respository
Why do companies only invest in forward integration?
To do both is costly
What critical success factors do supply chain focus on?
Right products, place, cost, and time
What does supply chain management maximize?
Effectiveness in supply chain,
Profitability in the corporation
What did supply chain management used to focus on?
Quality improvements
What are the basic supply chain activities?
Plan, Source, Make, Deliver, Return
How does a healthy supply chain management affect Porter’s five forces?
It decreases buyer power, substitutes, & entrants
While it increases supplier power
What are the supply chain management metrics?
Back order,
Inventory cycle time,
Customer order cycle time,
Inventory turnover
What is customer relationship management a shift from?
Sales-focused business strategies
How can a firm track which customers are the most valuable?
How recently a customer purchased
How frequently a customer purchases
Monetary value of each customer purchase
What are the three phases in the evolution of customer relationship management?
Report - What?
Analyze - Why?
Predict - What will?
What is the difference between operational & analytical customer relationship management?
Operational - daily transactions
Analytical - back-office
What tools can the marketing department use for customer relationship management?
List generator - segments the market
Campaign management
Cross-selling & up-selling
What are some motivators for tracking sales electronically?
Information overload
Unrecorded infomation
What tools can the sales department use for customer relationship management?
Sales management
Contact management
Opportunity management
What is the difference between contact management & opportunity management?
Contact - existing
Opportunity - new
What tools can the customer service department use for customer relationship management?
Contact center
Web-based self-service
Call scripting
What are the new waves of customer relationship management?
Supplier relationship management
Partner relationship management
Employee relationship management
What are the core components of enterprise resource planning?
Accounting & finance
Production & materials management
Human resources
What are extended enterprise resource planning components?
Business intelligence
Customer relationship management
Supply chain management
eBusiness
What are the primary users of customer relationship management?
Sales
Marketing
Customer service
Who are the primary users of supply chain management?
Customers Resellers Partners Suppliers Distributors
Who are the primary users of enterprise resource planning?
Accounting
Finance
Logistics
Production
Why do organizations implement enterprise systems?
Efficiency in business processes,
Effectiveness in supply chain,
Understanding customer behavior
