INFO 210

  1. 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
  2. Supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers
    Analytical CRM
  3. Takes information entered into a given system and sends it automatically to all upstream systems and processes
    Backward Integration
  4. A management system, as well as a measurement system, that a firm uses to translate business strategies into executable tasks
    Balanced Scorecard
  5. Occurs when distorted product-demand information ripples from one partner to the next throughout the supply chain
    Bullwhip Effect
  6. 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
  7. Guides users through marketing campaigns by performing such tasks as campaign definition, planning, scheduling, segmentation, and success analysis
    Campaign Management System
  8. Allows customers to click on a button and talk with a representative via the Internet
  9. Where customer service representatives answer customer inquiries and solve problems, usually by email, chat, or phone
    Contact Center or Call Center
  10. 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
  11. The traditional components included in most ERP systems and primarily focus on internal operations
    Core ERP Component
  12. Help organizations segment their customers into categories such as best and worst customers
    CRM Analysis Technologies
Card Set
INFO 210
CH 8 Part 1