CH 11 & 12

ERP systems offer not powerful tools that measure and control organizational operations

Using CRM metrics to track and monitor performance is a best practice for many companies.

guide users through marketing campaigns by performing such tasks as campaign definition, planning, scheduling etc.

3 core ERP components focusing on internal operations are: Accounting& finance,Production&materials manage,and sales.

automates business processes such as order fulfillment—taking an order from a customer, shipping the purchase etc.

Traditional ERP systems were typically accessed from a computer on the customers’ premises or office.

Software customization modifies existing software according to the business’s or user’s requirements

delivers applications over the cloud using a pay-per-use revenue model

are the traditional components included in most ERP systems and they primarily focus on internal operations.

Analytical CRM provides information about customers and products that was once impossible to locate.

is a means of managing all aspects of a customer’s relationship to increase customer loyalty and retention

compile customer information from a variety of sources and segment it for different marketing campaigns

s handle the various aspects of production planning and execution such as demand forecasting, production scheduling.

Employee relationship management (ERM) provides employees w/ a subset of CRM applications available through a web browse

is selling additional products or services to an existing customer

middleware represents a new approach to middleware by packaging together commonly used functionality.

Customer service and support (CSS) automatically tracks all the steps in the sales process

Operational CRM supports traditional transactional processing for day-to-day front-office operations.

manage accounting data and financial processes within the enterprise with functions such as general ledger and others

automate each phase of sales process, helping sales representatives coordinate & organize all their accounts.