Term
| Analytical components of CRM |
|
Definition
| technologies and processes organizations can use to analyze customer data |
|
|
Term
|
Definition
| applications where modules are designed to be integrated with one another |
|
|
Term
|
Definition
| a set of tools used to analyze business data to find trends, issues, and opportunities |
|
|
Term
|
Definition
| the unification of business processes previously performed as separate activities, in order to create cohesive and streamlined business processes |
|
|
Term
| Business process reengineering |
|
Definition
| the redesign of business processes to improve how work is done |
|
|
Term
|
Definition
| applications that support call centers, which are often the main contact point between an organization and its customers |
|
|
Term
|
Definition
| applications that help organizations plan, carry out, and analyze the results of marketing campaigns |
|
|
Term
| Collaborative Components of CRM |
|
Definition
| applications that help organizations interact and collaborate with their customers |
|
|
Term
| Content Management Systems (CMS) |
|
Definition
| applications that allow companies to manage the vast amounts of information of various types (content) they have stored. This includes the capture, storing, preservationm and delivery of content |
|
|
Term
| Customer Issues Management |
|
Definition
| applications that help procanisations with tasks such as scehduling, dispatching and communicating with field service personnel |
|
|
Term
| Customer Managed Interactions (CMI) |
|
Definition
| applications that let customers store and manage data about themselves |
|
|
Term
| Customer Relationship Management (CRM) |
|
Definition
| an organization-wide strategy for managing an organization's multiple interactions with customers |
|
|
Term
| Customer Service Life Cycle (CSLC) |
|
Definition
| a series of phases that customers pass through when interacting with an organization |
|
|
Term
|
Definition
| applications that help organizations group customers according to demographic characteristics and behaviors |
|
|
Term
|
Definition
| software that allows customers to find solutions to problems without interacting with a customer service representative |
|
|
Term
|
Definition
| application where data is stored in one central database |
|
|
Term
|
Definition
| appications used to analyze data to discover patterns and groups in the data gathered through other components of a CRM system |
|
|
Term
| Enterprise Application Integration (EAI) |
|
Definition
| a set of tools and services (a framework instead of a single technology) to allow various enterprise systems (such as ERP or CRM) to share the data. |
|
|
Term
| Enterprise Resource Planning (ERP) |
|
Definition
| software that allows organizations to manage resources throughout the organization, independently of which business function controls the resource. |
|
|
Term
|
Definition
| information systems that serve the needs of the organization or parts of the organization. |
|
|
Term
|
Definition
| software development approach where intormation systems applications are developed to meet the needs of individuals in a functional area, such as human resources or marketing. |
|
|
Term
|
Definition
| Software development approach where software developers build information systems to mirror the organization, so that applications are built to meet the needs of individuals at a given level in the organizations |
|
|
Term
| Interactive Voice Response (IVR) |
|
Definition
| Applications that allow customers to use a telephone to navigate through various types of systems, such as product request systems or customer service systems. |
|
|
Term
|
Definition
| Applications used to qualify, assign, and track sales leads to maximize the probability that the leads eventually turn into sales. |
|
|
Term
|
Definition
| Remote use of a CRM provider's applications through the internet. |
|
|
Term
|
Definition
| CRM specifically developed for organization and installed on its local servers |
|
|
Term
| Operational Components of CRM |
|
Definition
| Applications that help provide day-to-day interactions with customers such as sales, repairs, etc. |
|
|
Term
|
Definition
| applications that allow customers to determine the status of their order |
|
|
Term
| Personal Information Systems |
|
Definition
| information systems applications for individual use |
|
|
Term
|
Definition
| software development approach where information systems applications are developed to support the task being done irrespective of the organizational level or funtional area the individual using the system |
|
|
Term
|
Definition
| applications used to properly or choose complex products |
|
|
Term
| Radio Frequency Identification Tags (RFIT) |
|
Definition
| electronic tags that can be tracked remotely |
|
|
Term
|
Definition
| Applications that provide functions directed at making sales representatives more efficient and effective |
|
|
Term
| Software-as-a-Service (SaaS) CRM: |
|
Definition
| remote use of a CRM provider's applications through the internet |
|
|
Term
|
Definition
| Entities involved in the flow of goods from the manufacturer to the wholesaler to the retailer and to the consumer |
|
|
Term
| Supply Chain Management Systems (SCM) |
|
Definition
| software that helps organizations manage the movement of materials or products from provision to production to consumption |
|
|
Term
|
Definition
| the unification of information systems and databases that were previously operating as separate systems |
|
|
Term
| Unified Communication (UC) |
|
Definition
| a framework for yhe integration of the various modes of communication used by an organization, including email, voicemail, videoconferencing, instant messaging, texting, and Voice-over-IP |
|
|
