Term
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Definition
| CRM system that analyzes customer behavior and perceptions in order to provide actionable business intelligence |
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Term
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Definition
| Erratic shifts in orders up and down the supply chain |
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Term
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Definition
| A form of cross selling where an enterprise sells a group of products or services together at a lower price than the combined individual price of the products |
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Term
| campaign management applications |
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Definition
| CRM applications that help organizations plan marketing campaigns that send the right messages to the right people through the right channels |
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Term
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Definition
| A CRM system where communications between the organization and its customers are integrated across all aspects of marketing, sales, and customer support processes |
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Term
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Definition
| The practice of marketing additional related products to customers based on a previous purchase |
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Term
| customer-facing CRM applications |
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Definition
| Areas where customers directly interact with the organization, including customer service and support, sales force automation, marketing, and campaign management |
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Term
| customer interaction center (CIC) |
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Definition
| A CRM operation where organizational representatives use multiple communication channels to interact with customers in functions such as inbound teleservice and outbound telesales |
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Term
| customer relationship management (CRM) |
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Definition
| A customer-focused and customer-driven organizational strategy that concentrates on addressing customers' requirements for products and services, and then providing high-quality, responsive service |
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Term
| customer-touching CRM applications |
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Definition
| Applications and technologies with which customers interact and typically help themselves |
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Term
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Definition
| Any interaction between a customer and an organization |
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Term
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Definition
| Corporate portals that automate the business processes involved in selling or distributing products from a single supplier to multiple buyers |
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Term
| electronic data interchange (EDI) |
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Definition
| A communication standard that enables the electronic transfer of routine documents between business partners |
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Term
| interorganizational information system (IOS) |
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Definition
| An information system that supports information flow among two or more organizations |
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Term
| just-in-time (JIT) inventory system |
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Definition
| A system in which a supplier delivers the precise number of parts to be assembled into a finished product at precisely the right time |
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Term
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Definition
| Programs that offer rewards to customers to influence future behavior |
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Term
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Definition
| An interactive CRM system where communications related to sales, marketing, and customer service activities are conducted through a mobile medium for the purpose of building and maintaining customer relationships between an organization and its customers |
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Term
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Definition
| A CRM system that is hosted by an external vendor in the vendor's data center |
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Term
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Definition
| CRM software whose source code is available to developers and users |
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Term
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Definition
| The component of CRM that supports the front-office business processes that directly interact with customers (i.e., sales, marketing, and service) |
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Term
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Definition
| Corporate portals that automate the business processes involved in purchasing or procuring products between a single buyer and multiple suppliers |
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Term
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Definition
| A business model in which the production process begins with a customer order and companies make only what customers want, a process closely aligned with mass customization |
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Term
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Definition
| A business model in which the production process begins with a forecast, which predicts the products that customers will want as well as the quantity of each product. The company then produces the amount of products in the forecast, typically by using mass production, and sells, or “pushes,” those products to consumers |
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Term
| sales force automation (SFA) |
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Definition
| The component of an operational CRM system that automatically records all the aspects in a sales transaction process |
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Term
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Definition
| The coordinated movement of resources from organizations through conversion to the end consumer |
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Term
| supply chain management (SCM) |
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Definition
| An activity in which the leadership of an organization provides extensive oversight for the partnerships and processes that compose the supply chain and leverages these relationships to provide an operational advantage |
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Term
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Definition
| The ability of all organizations in a supply chain to access or view relevant data on purchased materials as these materials move through their suppliers' production processes |
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Term
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Definition
| A sales strategy where the organizational representative provides to customers the opportunity to purchase higher-value related products or services in place of, or along with the consumer's initial product or service selection |
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Term
| vendor-managed inventory (VMI) |
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Definition
| An inventory strategy where the supplier monitors a vendor's inventory for a product or group of products and replenishes products when needed |
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Term
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Definition
| Strategy of integrating the upstream part of the supply chain with the internal part, typically by purchasing upstream suppliers, in order to ensure timely availability of supplies |
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