General knowledge (Enterprise system)
What is special about an enterprise system?
That its goal is to serve the needs of the organization or parts of the organizations
What is the time Horizon for the Operational level?
Short-term
What is the main focus of ERP?
Manage resources throughout the organization
What is one of the main challenges in ERP?
Expensive
What are the 3 different CRM’s?
1. Operational
2. Collaborative
3. Analytical
Which one is an example of an enterprise system?
1. Microsoft Dynamics
2. Sticky notes
3. Calendar
4. Microsoft Word
1. Microsoft Dynamics
What is the information structure for the Tactical level?
Semi-structured
What is the main focus of CRM?
Manage interactions with customers
What is the main advantage of ERP?
Accessibility to data
What is the focus on the operational level?
Daily customer interaction
Which one is an example of a personal system?
1. Sticky notes
2. Microsoft Dynamics
3. SAP
4. Oracle
What is the focus of the Strategic level?
Externally
What is the main focus of SCM?
Manage the movement of materials in the supply chain
What is the main potential advantage of CRM?
Improved customer service
What is the focus on the Collaborative level?
Emails, new letters, chat rooms
Which one is not an enterprise system?
1. Business intelligence (BI)
2. Content management systems (CMSs)
3. Unified communications (UC)
4. Customer service life cycle (CSLC)
4. Customer service life cycle (CSLC) - A series of phases that customers pass through when interacting with an organization.
What are the 3 information types according to the Hierarchical perspective?
Strategic
Tactical
Operational
What are the different purposes of:
The Operational and collaborative CRM’s?
Analytical CRM’s?
1. Automation of customer service
2. Analyzing customer data
What is the main potential advantage of SCM?
Efficient supply chain
What is the focus on the analytical level?
Customer profiling