Chapter 9: Enterprise Applications – Flashcards
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Enterprise Software
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built around thousands of predefined business processes that reflect best practices
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supply chain
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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
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just-in-time strategy
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components would arrive exactly at the moment they were needed and the finished goods would be shipped as they left the assembly line
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bullwhip effect
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information about the demand for a product gets distorted as it passes from one entity to the next across the supply chain
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Supply chain planning systems
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enables the firm to model its existing supply chain, generate demand forecasts for product, and develop optimal sourcing and manufacturing plans
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Demand Planning
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determines how much product a business needs to make to satisfy all of its customers' demands
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Supply chain execution systems
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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
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push-based model
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production master schedules are based on forecasts or best guesses of demand for products, and products are "pushed" to customers
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pull-based model
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actual customer orders or purchases trigger events in the supply chain
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touch point
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any method of interaction with the customer
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Partner Relationship management (PRM)
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same tools as CRM but used to enhance collaboration between the company and its selling partners
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Employee Relationship Management (ERM)
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deals with employee issues closely related to CRM, such as setting objectives, employee performance management, performance-based compensation, and employee training
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Cross-selling
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marketing of complementary products to customers
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Operational CRM
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customer-facing applications
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Analytical CRM
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applications that analyze customer data generated by operational CRM applications to provide information for improving business performance
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Customer lifetime value (CLTV)
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total value of customer to company over the expected life of the relationship (profit*amt of time)
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Churn Rate
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measures the number of customers who stop using or purchasing products or services from a company
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Social CRM
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enable a business to connect customer conversations and relationships from social networking sites to CRM processes
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Business Intelligence in Enterprise Applications
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help managers obtain more meaningful information from the massive amounts of data generated by EA systems
