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Manages accounting data and financial processes within the enterprise with functions such as general ledger, accounts payable, accounts receivable, budgeting, and asset management
Accounting and Finance ERP Component
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Supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers
Analytical CRM
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Takes information entered into a given system and sends it automatically to all upstream systems and processes
Backward Integration
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A management system, as well as a measurement system, that a firm uses to translate business strategies into executable tasks
Balanced Scorecard
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Occurs when distorted product-demand information ripples from one partner to the next throughout the supply chain
Bullwhip Effect
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Gathers product details and issue resolution information that can be automatically generated into a script for the representative to read to the customer
Call Scripting System
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Guides users through marketing campaigns by performing such tasks as campaign definition, planning, scheduling, segmentation, and success analysis
Campaign Management System
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Allows customers to click on a button and talk with a representative via the Internet
Click-To-Talk
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Where customer service representatives answer customer inquiries and solve problems, usually by email, chat, or phone
Contact Center or Call Center
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Maintains customer contact information and identifies prospective customers for future sales, using tools such as organizational charts, detailed customer notes, and supplemental sales information
Contact Management CRM System
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The traditional components included in most ERP systems and primarily focus on internal operations
Core ERP Component
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Help organizations segment their customers into categories such as best and worst customers
CRM Analysis Technologies
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