Frontend Systems

Question 1

What is Customer Relationship Management

Answer 1

Treat customers differently because their needs differ and their value to the company may also differ

Question 2

What does data consolidation using a data warehouse enable?

Answer 2

360-degree view of a customer
Collaborative CRM
Customer identity management

Question 3

What does Operational CRM Systems do?

Answer 3

Provide Support front-office processes (like client facing/touching applications)

Provides benefits like:
* Efficient and personalized marketing, sales, and service
* 360-degree view of each customer
* Ability of sales and service employees to access a complete history of customer interaction with the organization

Question 4

What are customer facing applications

Answer 4

• Customer service and support (CIC) and call centres
• Sales force automation (SFA)
• Marketing
• Campaign management

Question 5

SFA

Answer 5

Contact management system –> tracks comm between customer and company
Sales lead tracking system–> potential customers who bought similar prods
Sales forecasting system–> estimating future sales
Product knowledge system –> comprehensive source of info on prod
Configurators–> enable customers to model product to meet their needs

Question 6

What are customer touching applications

Answer 6

• Search and comparison capabilities
• Technical and other info and services
• Customized prod/serv
• Personalized webpages
• FAQ
• Email and auto response
• Loyalty programs

Question 7

What are analytical CRM systems

Answer 7

Analyze customer data to:
* design targeted marketing campaigns
* Increase customer acquisition
* Provide input for decisions related to prod/serv
* financial forecasting and profitability analysis

Question 8

Operational vs. Analytical CRM

Answer 8

Operational: customer facing and customer touching.

Analytical: data mining, decision support, business intelligence OLAP

Question 9

Structure and component of supply chain

Answer 9

Structure: Upstream, downstream, internal, reverse flow

Components: Tier 1 integrated, tier 2 sub assemblies, tier 3 basic products

Question 10

What’s the point of supply chain management (SCM)

Answer 10

improve the processes a company uses to acquire the raw materials it needs to produce a product or service and then deliver to its customers.

Question 11

5 components of supply chain

Answer 11

Plan, source, make, delivery, return

Question 12

push vs pull method

Answer 12

Push: make to stock
Pull: make to order

Question 13

Problems along the supply chain

Answer 13

uncertainties, coordinating multiple activities

Bullwhip effect

Question 14

Solutions to SC problems

Answer 14

Vertical integration
using inventory to solve SC problems
Info sharing

Question 15

IT support for SC

Answer 15

Electronic data interchange (EDI) and xML-Based web services
* extranets
* portals and changes
* emerging technologies

Question 16

What is EDI and XML?

Answer 16

EDI: communication standard that enables business partners to transfer routine documents electronically

XML was designed to store and transport data

Question 17

What is extranets and the 3 types

Answer 17

Virtual private network (VPN) tech
1. company and its dealers, customers, or suppliers
2. An industry’s extranet
3. Joint ventures and other business partnerships

Question 18

What is VPN

Answer 18

it extends a private network across a public network and enables users to send and receive data across shared or public networks as if their computing devices were directly connected to the private network

Question 19

2 types of corporate portals

Answer 19

1. Procurement portal: single buyer and multiple suppliers
2. distribution portals: multiple buyers and single supplier