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CiS 110 Ch11/12 Terms
Computer Information System 110
47
Computer Science
Undergraduate 1
11/28/2012

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Term
Customer relationship management (CRM)
Definition
is an organizational strategy that is customer-focused and customer-driven.
Term
Operational CRM
Definition
is the component of CRM that supports the front-office business processes. That is, those processes that directly interact with customers; i.e., sales, marketing, and service.
Term
Customer-facing applications
Definition
are those applications where an organization’s sales, field service, and customer interaction center representatives actually interact with customers.
Term
Customer service and support
Definition
refers to systems that automate requests, complaints, product returns, and requests for information.
Term
Sales force automation
Definition
automatically records all the aspects in a sales transaction process.
Term
Campaign management applications
Definition
help organizations plan campaigns so that the right messages are sent to the right people through the right channels.
Term
Cross selling
Definition
is the practice of marketing additional, related products to customers based on their previous purchases.
Term
Up selling
Definition
is a sales strategy in which the sales person will provide customers the opportunity to purchase higher-value related products or services as opposed to, or along with, the consumer’s initial product or service selection.
Term
Bundling
Definition
is a form of cross selling in which a business sells a group of products or services together at a price that is lower than the combined individual prices of the products.
Term
In customer-touching applications
Definition
customers interact directly with online technologies and applications rather than interact with a company representative.
Term
On-demand CRM
Definition
is a CRM system that is hosted by an external vendor in the vendor’s data center.
Term
Mobile CRM
Definition
is an interactive CRM system that enables an organization to conduct communications related to sales, marketing, and customer service activities through a mobile medium for the purpose of building and maintaining relationships with its customers.
Term
Open-source CRM
Definition
is CRM software whose source code is available to developers and users.
Term
Supply chain
Definition
refers to the flow of materials, information, money, and services from raw material suppliers, through factories and warehouses, to the end consumers.
Term
Upstream component of a supply chain
Definition
sourcing or procurement takes place.
Term
Internal component of a supply chain
Definition
packaging, assembly, or manufacturing takes place.
Term
Downstream component of a supply chain
Definition
distribution takes place.
Term
Material flows
Definition
are the physical products, raw materials, supplies and so forth that flow along the chain.
Term
Information flows
Definition
are all data related to demand, shipments, orders, returns and schedules as well as changes in any of these data.
Term
Financial flows
Definition
are all transfers of money, payments and credit-related data.
Term
A supply chain involves a product life cycle
Definition
approach, from “dirt to dust”.
Term
Supply chain management (SCM)
Definition
is the function of planning, organizing and optimizing the supply chain’s activities.
Term
Interorganizational information system (IOS)
Definition
involves information flows among two or more organizations.
Term
Just-in-time inventory
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.
Term
Vendor-managed inventory
Definition
an inventory strategy where the supplier monitors a vendor’s Inventory for a product or group of products and replenishes products when needed.
Term
Electronic data interchange (EDI)
Definition
is a communication standard that enables business partners to exchange routine documents, such as purchase orders, electronically.
Term
Extranets
Definition
link business partners to one another over the Internet by providing access to certain areas of each other’s corporate intranets.
Term
A company and its dealers
Definition
customers or suppliers, – centers around one company.
Term
An industry’s extranet
Definition
– major players in an industry team up to create an extranet.
Term
Joint ventures and other business partnerships
Definition
– partners in a joint venture use extranet as a vehicle for communications and collaboration.
Term
Management
Definition
is a process by which organizational goals are achieved through the use of resources (people, money, energy, materials, space, time).
Term
Interpersonal roles
Definition
figurehead, leader, liaison
Term
Informational roles
Definition
monitor, disseminator, spokesperson
Term
Decisional roles
Definition
entrepreneur, disturbance handler, resource allocator, negotiator.
Term
Structured problems
Definition
are routine and repetitive problems for which standard solutions exist.
Term
Unstructured problems
Definition
are fuzzy, complex problems for which there are no cut-and-dried solutions.
Term
Semistructured problems
Definition
are problems in which only some of the decision process phases are structured.
Term
Operational control
Definition
involves executing specific tasks efficiently and effectively.
Term
Management control
Definition
involves decisions concerning acquiring and using resources efficiently in accomplishing organizational goals.
Term
Strategic planning
Definition
involves decisions concerning the long range goals and policies for growth and resource allocation.
Term
Business Intelligence (BI)
Definition
refers to applications and technologies for consolidating, analyzing, and providing access to vast amounts of data to help users make better business and strategic decisions.
Term
Data mining
Definition
refers to the process of searching for valuable information in a large database, data warehouse, or data mart.
Term
Decision support systems (DSSs)
Definition
are computer-based information systems that combine models and data in an attempt to solve semistructured and some unstructured problems with extensive user involvement.
Term
Sensitivity analysis
Definition
is the study of the impact that changes in one (or more) parts of a model have on other parts.
Term
What-if analysis
Definition
is the study of the impact of a change in the assumptions (input data) on the proposed solution.
Term
Goal-seeking analysis
Definition
is the study that attempts to find the value of the inputs necessary to achieve a desired level of output.
Term
Data visualization
Definition
is the process of presenting data to users in visual formats, thereby making IT applications more attractive and understandable to users.
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