chapter 11 Flashcards
CRM
treat customers differently because their needs differ and their value to the company may also differ
Customer Relationship Management Process
- target population of potential customers
- customers
-Loyal, repeat customers
- high value, low value repeat customers
Customer touchpoints
- phone
- world wide web
- computer
Data Consolidation
Data consolidation using a data warehouse enables:
- 360-degree view of a customer
-collaborative crm
-customer identity management
Operational Customer Relationship Management Sytems
Support front-office processes
Customer Facing Applications
- Customer service and support (CIC) and call centres
-salesforce automation (SFA)
- marketing
-campaign management
Sales Force Automation
- contact management system
- sales lead track system
- sales forecasting system
Marketing
data mining is used to develop customer purchasing profiles that could lead to:
cross selling
upselling
bundling
Customer Touching Application
search and comparison capabilities
technical and other information and services
loyalty programs
personalized webpages
Analytical CRM Sytems
analyze customer data for a variety of purposes:
Designing and executing targeted marketing campaigns
Increasing customer acquisition, cross-selling, and upselling
Structure of Supply Chains
Upstream (orders, info, payments, returns)
Internal
Downstream (products, services, info)
Reverse flows or reverse logistics
Supply Chain Management
- Five Basic Components of SCM
- The Push Model versus the Pull Model
- Problems along the Supply Chain
Push Model versus the Pull Model
push model - make to stock
pull model - make to order
Problems along the supply chain
uncertainties - delivery times
the need to coordinate multiple activities, business partners
Information Technology Support for Supply Chain management
Electronic Data Interchange (EDI) and XML-Based Web Services
Extranets
Portals and Exchanges
