Term
| CRM predicting technologies |
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Definition
| Help organizations make predictions regarding customer behavior such as which customers are at risk of leaving |
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Term
| CRM reporting technologies |
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Definition
| Help organizations identify their customers across other applications |
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Term
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Definition
| Selling additional products or services to a customer |
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Term
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Definition
| Results in a product or service that is received by an organization's external customer |
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Term
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Definition
| Accesses the management of customer relationships by the organization |
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Term
| Customer relationship management (CRM) |
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Definition
| Involves managing all aspects of a customer's relationship with an organization to increase customer loyalty and retention and an organization's profitability |
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Term
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Definition
| Models information to support managers and business professionals during the decision-making process |
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Term
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Definition
| Generates demand forcasts using statistical tools and forcasting techniques |
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Term
| Digital asset management system |
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Definition
| Though similar to document management, DAM generally works with binary rather than text files , such as multimedia file types |
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Term
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Definition
| Measures the impact IT has on business processes and activities including customer satisfaction, conversion rates, ans sell-through increases |
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Term
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Definition
| Measures the performance of the IT system itself including throughput, speed and availability |
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Term
| Electronic bill presentment and payment (EBPP) |
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Definition
| System that sends bills over the internet and provides an easy-to-use mechanism (such as clicking on a button) to pay a bill |
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Term
| Electronic data interchange (EDI) |
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Definition
| A standard format for exchanging business data |
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Term
| Employee relationship management (ERM) |
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Definition
| Provides employees with a subset of CRM applications available through a web browser |
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Term
| Enterprise application integration (EAI) middleware |
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Definition
| Represents a new approach to middleware by packaging together commonly used functionality, such as providing prebuilt links to popular enterprise applications, which reduces the time necessary to develop solutions that integrate applications from multiple vendors. |
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Term
| Enterprise Architect (EA) |
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Definition
| Person grounded in technology, fluent in business, a patient diplomat, and provides the important bridge between IT and the business |
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Term
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Definition
| Includes the plans for how an organization will build, deploy, use and share its data, processes and IT assets |
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Term
| Enterprise resource planning (ERP) |
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Definition
| Integrates all departments and functions throughout an organization into a single IT system (or integrated set of IT systems) so that employees can make decisions by viewing enterprisewide information on all business operations |
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Term
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Definition
| A product or service that customers have come to expect from organizations in a particular industry and must be offered by an entering organization to compete and survive |
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Term
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Definition
| The acquisition and analysis of events and trends in the environment external to the organization |
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Term
| Executive Information System (EIS) |
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Definition
| A specialized DSS that supports senior level executives within an organization |
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Term
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Definition
| Consists of anything that can be documented, archived, and codified, often with the help of IT |
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Term
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Definition
| An organization can significantly impact its market share by being first to market with a competitive advantage |
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Term
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Definition
| Helps determine the relative attractiveness of an industry |
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Term
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Definition
| Takes information entered into a given system and sends it automatically to all downstream systems and processes |
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Term
| Global inventory management system |
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Definition
| Provides the ability to locate, track and predict the movement of every component or material anywhere upstream or downstream in the supply chain |
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Term
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Definition
| Finds the inputs necessary to achieve a goal such as a desired level of output |
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Term
| Human resource ERP component |
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Definition
| Tracks employee information including payroll, benefits, compensation and performance assessment and assures compliance with the legal requirements of multiple jurisdictions and tax authorities |
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Term
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Definition
| Data converted into a meaningful and useful context. |
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Term
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Definition
| Occurs when two or more organizations cooperate by integrating their IT systems, thereby providing customers with the best of what each can offer |
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Term
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Definition
| Refers to the number of people a business can communicate with, on a global basis. |
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Term
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Definition
| Refers to the depth and breadth of information transferred between customers and businesses |
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Term
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Definition
| Any computer based tool that people use to work with information and support the information and information processing needs of an organization |
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Term
| Information technology monitoring |
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Definition
| Tracking people's activities by such measures as number of keystrokes, error rate, and number of transactions processed |
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Term
| Inventory management and control software |
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Definition
| Provides control and visibility to the status of individual items maintained in inventory |
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Term
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Definition
| Includes the hardware, software, and telecommunications equipment that, when compbined, provide the underlying foundation to support the organization's goals. |
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Term
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Definition
| Involves capturing, classifying, evaluating, retrieving, and sharing information assets in a way the provides context for effective decisions and actions. |
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Term
| Knowledge management system (KMS) |
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Definition
| Supports the capturing, organization, and dissemination of knowledge (i.e. know-how) throughout the organization |
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Term
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Definition
| Focuses on how users logically access information to meet their particular business needs |
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Term
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Definition
| The set of processes that plans for and controls the efficient and effective transportation and storage of supplies from suppliers and customers. |
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Term
| Maintenance, repair, and operations (MRO) materials (or indirect materials) |
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Definition
| Materials mecessary for running an organization but do not relate to the company's primary business activities |
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Term
| Management information systems (MIS) |
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Definition
| The function that plans for, develops, implements, and maintains IT hardware, software, and applications that people use to support the goals of an organization |
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Term
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Definition
| A combination of professional services, mission-critical support, remote management, and hosting services that are offered to customers in any combination needed. |
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Term
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Definition
| A broad, general term that describes nonproprietary IT hardware and software made available by the standards and procedures by which their products work, making it easier to integrate them. |
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Term
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Definition
| Supports traditional transactional processing for day to day front-office operations or systems that deal directly with the customers |
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Term
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Definition
| Includes the methods, tasks and techniques organizations use to produce goods and services |
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Term
| Opportunity management CRM system |
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Definition
| Targets sales opportunities by finding new customers or companies for future sales |
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Term
| Partner relationship management (PRM) |
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Definition
| Focuses on keeping vendors satisfied by managing alliance partner and reseller relationships that pfovide customers with the optimal sales channel |
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Term
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Definition
| Includes the four phases a product progresses through during its life cycle including introduction, growth, maturity, and decline |
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Term
| Production and materials management ERP component |
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Definition
| Handles the various aspects of production planning and execution such as demand forecasting, production scheduling, job cost accounting, and quality control |
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Term
| Sales force automation (SFA) |
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Definition
| A system that automatically tracks all of the steps in the sales process |
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Term
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Definition
| Using the internet to reassemble buyers, sellers, and other partners in a traditional supply chain in new ways. |
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Term
| Sales management CRM system |
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Definition
| Automates each phase of the sales process, helping individual sales representatives coordinate and organize all of their accounts |
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Term
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Definition
| The study of the impact that changes in one or more parts of the model have on other parts of the model |
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Term
| Social networking analysis (SNA) |
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Definition
| A process of mapping a group's contacts (whether personal or professional) to identify who knows whom and who works with whom |
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Term
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Definition
| Involves shared participation in business processes, such as workflow, in which knowledge is hard coded as rules |
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Term
| Supplier relationship management (SRM) |
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Definition
| Focuses on keeping suppliers satisfied by evaluating and categorizing suppliers for different projects, which optimizes supplier selection |
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Term
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Definition
| Consists of all parties involved, directly or indirectly, in the procurement of a product or raw material |
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Term
| Supply chain event management (SCEM) |
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Definition
| Enables an organization to react more quickly to resolve supply chain issues |
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Term
| Supply chain execution (SCE) software |
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Definition
| Automates the different steps and stages of the supply chain |
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Term
| Supply chain management (SCM) |
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Definition
| Involves the management of information flows between and among stages in a supply chain to maximize total supply chain effectiveness and profitibility |
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Term
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Definition
| The ability to view all areas up and down the supply chain |
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Term
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Definition
| produces and improved product customers are eager to buy, such as a faster car or larger hard drive |
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Term
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Definition
| Controls how the various technology tools work together along with the application software |
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Term
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Definition
| The knowledge contained in people's heads |
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Term
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Definition
| Shows the results of applying change improvement opportunities to the current (As-Is) process model |
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Term
| Transaction processing system |
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Definition
| The basic business system that serves the operational level (analysts) in an organization |
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Term
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Definition
| Encompases all of the information contained within a single business process or unit of work, and its primary purpose is to support the performing of daily operational tasks |
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Term
| Value added network (VAN) |
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Definition
| A private network, provided by a third party, for exchanging information through a high-capacity connection |
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Term
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Definition
| Views an organization as a series of processes, each of which adds value to the product or service for each customer |
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Term
| Web content management system (WCM) |
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Definition
| Adds an additional layer to document and digital asset management that enables publishing content both to intranets and to public web sites |
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Term
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Definition
| Checks the impact of a change in an assumption on the proposed solution |
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Term
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Definition
| Defines all the steps or business rules, from beginning to end, required for a business process |
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Term
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Definition
| Supports back office operations and strategic analysis and includes all systems that do not deal directly with the customers |
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Term
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Definition
| Encompasses all organizational information, and its primary purpose is to support the performing of managerial analysis tasks |
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Term
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Definition
| Represent the current state of the operation that has been mapped, without any specific improvements or changes to existing processes. |
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Term
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Definition
| Anything owned that has value or earning power |
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Term
| Associates program (Affiliate program) |
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Definition
| Businesses can generate comissions or royalties from an internet site |
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Term
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Definition
| Characteristics or properties of an entitiy class |
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Term
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Definition
| The point at which revenues equal costs |
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Term
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Definition
| Occurs when distorted product demand information passes from one entity to the next throughout the supply chain |
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Term
| Business-critical integrity constraint |
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Definition
| Enforces business rules vital to an organization's success and often requires more insight and knowledge than relational integrity constraints |
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Term
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Definition
| Invisible to the external customer but essential to the effective management of the business and includes goal setting, day-to-day planning, performance feedback, rewards and resource allocation |
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Term
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Definition
| Information that people use to support their decision making efforts |
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Term
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Definition
| A standardized set of activities that accomplish a specific task such as processing a customer order |
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Term
| Business Process Management (BPM) |
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Definition
| Integrates all of an organization's business processes to make individual processes more efficient |
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Term
| Business Process Management Tool |
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Definition
| Used to create an application that is helpful in designing business process models and also helpful in simulating, optomizing, monitoring, and maintaining various processes that occur within an organization |
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Term
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Definition
| A graphic description of a process, showing the sequence of process tasks, which is developed for a specific purpose an from a selected viewpoint |
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Term
| Business process modeling |
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Definition
| The activity of creating a detailed flow chart or process map of a work process showing its inputs, tasks and activities in a structured sequence |
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Term
| Business process outsourcing |
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Definition
| The contracting of a specific business task, such as payroll, to a third-party service provider |
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Term
| Business process reeinginerring (BPR) |
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Definition
| The analysis and redisgn of workflow with and between enterprises |
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Term
| Business-to-business (B2B) |
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Definition
| Applies to businesses buying from and selling to each other over the internet |
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Term
| Business-to-consumer (B2C) |
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Definition
| Applies to any business that sells its products or services to consumers over the internet |
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Term
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Definition
| High when buyers have more choices of whom to buy from and low when their choices are few |
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Term
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Definition
| Accesses organizational databases that track similar issues or questions and automatically generates the details for the CSR who can then relay them to the customer |
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Term
| Campaign Management System |
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Definition
| Gudes users through marketing campaigns performing such tasks as campaign definition, planning, scheduling, segmentation and success analysis |
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Term
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Definition
| Determines the future IT infrastructure requirements for new equipment and additional network capacity |
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Term
| Chief Information Officer (CIO) |
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Definition
| Responsible for (1) overseeing all uses of information technology and (2) ensuring the strategic alignment of IT with business goals and objectives |
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Term
| Chief Knowledge Officer (CKO) |
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Definition
| Responsible for collecting, maintaining and distributing the organization's knowledge |
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Term
| Chief Security Officer (CS0) |
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Definition
| Responsible for ensuring the secuirty of IT systems and developing strategies and IT safeguards against attacks from hackers and viruses. |
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Term
| Chief Technology Officer (CTO) |
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Definition
| Responsible for ensuring the throughput, speed, accuracy, availability and reliablitiy of an organization's information technology |
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Term
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Definition
| An IT based set of tools that supports the work of teams by facilititating the sharing and flow of information |
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Term
| Collaborative demand planning |
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Definition
| Helps organizations reduce their investment in inventory, while improving customer satisfaction through product availablitiy |
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Term
| Collaborative engineering |
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Definition
| Allows an organization to reduce the cost and time required during the design process of a product |
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Term
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Definition
| A product or service that an organization's customer's place a greater value on than similar offerings from a competitor |
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Term
| Contact Center (call center) |
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Definition
| Customer service representatives (CSRs) answer customer inquiries and respond to problems through a number of different customer touchpoints |
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Term
| Contact Management System (CRM) |
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Definition
| Maintains customer contact information and identifies prospective customers for future sales |
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Term
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Definition
| Occurs when organizations use software that filters content to prevent the transmission of unauthorized information |
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Term
| Content management system |
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Definition
| Provides tools to manage the creation, storage, editing and publication of information in a collaborative environment |
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Term
| Continuous process improvement model |
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Definition
| Attempts to understand and measure the current process, and make performance inprovements accordingly |
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Term
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Definition
| An organization's key strength or business function that it does better than any of its competitors |
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Term
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Definition
| When an organization chooses to focus specifically on what it does best (its core competency) and forms partnerships and alliances with other specialist organizations to handle non strategic business processes. |
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Term
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Definition
| Traditional components included in most ERP systems and they primarily focus on internal operations |
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Term
| CRM analysis technologies |
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Definition
| Help organizations segment their customers into categories such as best and worst customers. |
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