Chapter 9: Enterprise Applications

question

Enterprise Software
answer

built around thousands of predefined business processes that reflect best practices
question

supply chain
answer

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
question

just-in-time strategy
answer

components would arrive exactly at the moment they were needed and the finished goods would be shipped as they left the assembly line
question

bullwhip effect
answer

information about the demand for a product gets distorted as it passes from one entity to the next across the supply chain
question

Supply chain planning systems
answer

enables the firm to model its existing supply chain, generate demand forecasts for product, and develop optimal sourcing and manufacturing plans
question

Demand Planning
answer

determines how much product a business needs to make to satisfy all of its customers’ demands
question

Supply chain execution systems
answer

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
question

push-based model
answer

production master schedules are based on forecasts or best guesses of demand for products, and products are “pushed” to customers
question

pull-based model
answer

actual customer orders or purchases trigger events in the supply chain
question

touch point
answer

any method of interaction with the customer
question

Partner Relationship management (PRM)
answer

same tools as CRM but used to enhance collaboration between the company and its selling partners
question

Employee Relationship Management (ERM)
answer

deals with employee issues closely related to CRM, such as setting objectives, employee performance management, performance-based compensation, and employee training
question

Cross-selling
answer

marketing of complementary products to customers
question

Operational CRM
answer

customer-facing applications
question

Analytical CRM
answer

applications that analyze customer data generated by operational CRM applications to provide information for improving business performance
question

Customer lifetime value (CLTV)
answer

total value of customer to company over the expected life of the relationship (profit*amt of time)
question

Churn Rate
answer

measures the number of customers who stop using or purchasing products or services from a company
question

Social CRM
answer

enable a business to connect customer conversations and relationships from social networking sites to CRM processes
question

Business Intelligence in Enterprise Applications
answer

help managers obtain more meaningful information from the massive amounts of data generated by EA systems

Get instant access to
all materials

Become a Member