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Chapter 8: Achieving Operational Excellence and Customer Int
Essentials of Management Information Systems: Laudon & Laudon 9th e
17
Management
Undergraduate 3
05/18/2012

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Term
Analytical CRM
Definition
Customer relationship management applications dealing with the analysis of customer data to provide information for improving business performance
Term
Bullwhip effect
Definition
Distortion of information about the demand for a product as it passes from one entity to the next across the supply chain
Term
Churn rate
Definition
Measurement of the number of customers who stop using or purchasing products or services from a company. Used as an indicator of the growth or decline of a firm's customer base.
Term
Cross-selling
Definition
Marketing complementary products to customers
Term
Customer lifetime value
Definition
Difference between revenues produced by a specific customer and the expenses for acquiring and servicing that customer minus the cost of promotional marketing over the lifetime of the customer relationship, expressed in today's dollars.
Term
Demand planning
Definition
Determining how much a product a business needs to make to satisfy all its customers' demands.
Term
Employee relationship management
Definition
Software dealing with employee issues that are closely related to CRM, such as setting objectives, employee performance management, performance-based compensation, and employee training.
Term
Just-in-time
Definition
Scheduling system for minimizing inventory by having components arrive exactly at the moment they are needed and finished good shipped as soon as they leave the assembly line.
Term
Operational CRM
Definition
Customer-facing applications, such as sales force automation, call center and customer service support, and marketing automation.
Term
Partner relationship management
Definition
Automation of the firm's relationships with its selling partners using customer data and analytical tools to improve the coordination and customer sales.
Term
Pull-based model
Definition
Supply chain driven by actual customer orders or purchases so that members of the supply chain produce and deliver only what customers have ordered.
Term
Push-based model
Definition
Supply Chain driven by production master schedules based on forecasts or best guesses of demand for products, and products are "pushed" to customers.
Term
Service platform
Definition
Integration of multiple applications from multiple business functions, business units, or business partners to deliver a seamless experience for the customer, employee, manager, or business partner
Term
Supply chain
Definition
Network of organization and business processes for procuring materials, transforming raw materials into intermediate and finished products, and distributing the finished products to customers.
Term
Supply chain execution systems
Definition
Systems to manager the flow of products through distribution centers and warehouses to ensure that products are delivered to the right locations in the most efficient manner.
Term
Supply chain planning systems
Definition
Systems that enable a firm to generate demand forecasts for a product and to develop sourcing and manufacturing plans for that product.
Term
Touch point
Definition
Method of firm interaction with a customer, such as telephone, email, customer service desk, conventional mail, or point-of-purchase.
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