Term
| Within the CRM Lecture customers are identified in what categories? |
|
Definition
Opportunist Customers Core Customers Marginal Customers Service Drain Customers |
|
|
Term
What factors are under Information Compenstation? |
|
Definition
More efficient operations Increase sales Increased sales could make suppliers more interested in distributor’s information nDistributors could negotiate franchise & rebates Evaluation nDoes the customer really need the service? nHow to determine an economic return on investing in that service? |
|
|
Term
|
Definition
Mirror the sales force Should match value adds of the sales force · Customer contact · Websites can be difficult and time consuming · Standardization of data and processes The tool will have to be cellular (able to be replicated) Information will have to be rich |
|
|
Term
| What are the E-Business Drivers? |
|
Definition
Audience Content Commerce Collaberation |
|
|
Term
| E-Busniess customers are identified as.... |
|
Definition
E-Buyer- likes ease of transaction E-Researcher- should have lots of info |
|
|
Term
What costs are associated with an E-Business Partner? |
|
Definition
Set up cost Site Development cost Utilization fee Non customizable processes |
|
|
Term
| What are some justifications of E-Business partners? |
|
Definition
· Automation reduces transaction costs · Cost associated with data integrity and inventory imbalances driven through forecast error and supplier reliability are reduced too |
|
|
Term
| In-house vs. Outsourcing IT |
|
Definition
· ASP is less expensive on installation and more expensive on maintenance and usage costs · Maintenance of an In-house IT department is also significant and can outweigh the cost of outsourcing · The advantage of an in-house system is that it can be customized to the firm and its customer’s needs |
|
|
Term
| Within VMI (Vendor Managed Inv) what are the levels of engagement (Dist. Prespective)? |
|
Definition
· Consignment without visibility · Consignment with visibility · Distributor-driven replenishment without visibility · Distributor-driven replenishment with visibility · Distributor-driven replenishment with the customer owning the inventory- BEST OPTION |
|
|
Term
| Describe a Tradiontal I/S model |
|
Definition
|
|
Term
| Two paths Distributors pursure under High E-Business Service Enviroments- |
|
Definition
· Industry consolidator · Join industry alliances |
|
|
Term
| Back Office Intergration- |
|
Definition
Back office integration refers to the tools that connect the distributor’s or the manufacturer’s system to its channel partners. |
|
|
Term
Define Enterprise Application Integration (EAI) |
|
Definition
Takes disparate systems and acted as a translator for the two to communicate (another option againts Back Office Integration). |
|
|
Term
| What needs to be done to implement a succesful CRM? |
|
Definition
· All levels of the personnel should embrace it · “Glad-handing” and keeping all customer information in the sales person’s personal files will not allow the system or the company to remain efficient. · It is a software that supports a company’s mission, if it is not – then any amount of CRM investment is of no use. |
|
|
Term
| Distribution knowledge can be divided into..... |
|
Definition
|
|
Term
|
Definition
|
|
Term
|
Definition
|
|
Term
| The purpose of data mining and customer profiling is to |
|
Definition
simplify the complexities of customer knowledge and behavior. |
|
|
Term
|
Definition
· Classification · Estimation · Prediction · Affinity grouping · Clustering · Description and profiling |
|
|
