Session 6 Flashcards
What do a business value of entreprise systems ?
1) Increase operational efficiency
2) Provide Provide firm-wide information to support decision making
3) Enable rapid responses to customer requests for information or products
4) Include analytical tools to evaluate overall organizational performance and improve decision-making
What causes inefficiencies into a company ?
- Lack of communication
- Inventory
- High transportation cost
- Bullwhip effect
What is the bullwhip effect ?
the Bullwhip effect = Information about product demand gets distorted as it passes from one entity to next across supply chain
What is Supply chain execution excellence ?
See Supply Chain execution excellence youtube
What is Global Supply Chain ?
It is the worldwide system that a business uses to produce products or services.
What are the 2 supply chain model ?
1) Push-based model (build-to-stock)
2) Pull-based model (demand-driven)
What is the Push-based model ?
Earlier SCM systems
Schedules based on best guesses of demand Ex: DELL Ex: Peugeot
What is the Pull-model ?
Demand driven model
Web-based Customer orders trigger events in supply chain
What is CRM ?
- Knowing the customer
- In large businesses, too many customers and too many ways customers interact with firm
What is CRM systems ?
- Capture and integrate customer data from all over the organization
- Consolidate and analyze customer data
- Distribute customer information to various systems and customer touch points across enterprise
- Provide single enterprise view of customers
What is PRM ?
Partner relationship management (PRM)
- Integrating lead generation, pricing, promotions, order configurations, and availability
- Tools to assess partners ’ performance
What is ERM ?
- Employee relationship management (ERM) :
- Setting objectives, employee performance management, performance-based compensation, employee training
What is Operational CRM ?
Operational C R M is :
1) Customer-facing applications
2) Sales force automation call center and customer service support
3) Marketing automation
What is Analytical CRM ?
Based on data warehouses populated by operational CRM systems and customer touch points
- Analyzes customer data (OLAP, data mining, etc.)
- Customer lifetime value (CLTV)
What do the Business value of CRM systems ?
Business value of CRM systems do :
- Increased customer satisfaction
- Reduced direct-marketing costs
- More effective marketing
- Lower costs for customer acquisition/retention
- Increased sales revenue
