MGT300

CHAPTER 11 - BUILDING A CUSTOMER CENTRIC ORGANIZATION - CUSTOMER RELATIONSHIP MANAGEMENT ADVANTAGES OF CUSTOMER RELATIONSHIP MANAGEMENT provide better customer service make call centers more efficient cross sell products more effectively  helps sales staff close deals faster simplify marketing and sales processes discover new customers increase customer revenues RECENCY, FREQUENCY, AND MONETARY VALUE Recency - how recently a customer purchased items Frequency - how frequently a customer purchased items Monetary value - how much a customer spends on each purchase EVOLUTION OF CRM CRM reporting technology - help organization identify their customers across other applications CRM analysis technologies - help organization segment their customers into categories such as best an worst customer CRM predicting technologies - helps organizations make predictions regarding customer behavior such as which customers are at risk o

Chapter 10 – Extending the Organization – Supply Chain Management  BASICS OF SUPPLY CHAIN SCM   – the management of information flows between and among stages in a supply chain to maximize total supply chain effectiveness and profitability  The supply chain has three main links. 1.       Materials flows from suppliers and their upstream suppliers at all levels  2.       Transformation of materials into semi-finished products, or the organization’s own production processes 3.       Distribution of products to customers and their downstream customers at all levels INFORMATION TECHNOLOGY’S ROLE IN THE SUPPLY CHAIN   Information technology’s primary role in SCM is creating the integrations or tight process and information linkages between functions within a firm such as marketing, sales, finance, manufacturing, and distribution – and between firms, which allow the smooth, synchronized flow of both information and product between customers, suppliers and

Chapter 9 – Enabling the Organization-Decision Making Decision Making  Ø    Reasons for Growth of Decision Making Information System  -            People need to analyze large amounts of information – Improvements in technology itself, innovations in communication, and globalization have resulted in a dramatic increase in the alternatives and dimensions people need to consider when making a decision or appraising an opportunity -            People must make decisions quickly – Time is of the essence and people simply do not have time to sift through all the information manually  -            People must apply sophisticated analysis techniques, such as modeling and forecasting, to  make good decisions – Information systems substantially reduce the time required to perform these sophisticated analysis techniques -            People must protect the corporate asset of organizational information – Information systems offer the security required to ensure organizational in

  Chapter 8 – Accessing Organizational Information – Data Warehouse What is Data Warehouse? Ø    Defined in many different ways, but not rigorously -            A decision support database that is maintained separately from the organization’s operational database. -            A consistent database source that bring together information from multiple sources for decision support queries. -            Support information processing by providing a solid platform of consolidated, historical data for analysis. History of Data Warehousing Ø    In the 1990’s executives became less concerned with the day-to-day business operations and more concerned with overall business functions Ø    The data warehouse provided the ability to support decision making without disrupting the day-to-day operations, because; -            Operational information is mainly current – does not include the history for better decision making -            Issues of quality information

Chapter 7 - Storing Organizational Information - Database RELATIONAL DATABASE FUNDAMENTALS  -     Information is everywhere in an organization -  Information is stored in databases Ø     Database – maintains information about various types of objects (inventory), events (transactions), people (employees), and places (warehouses)  -      Database models include; Ø     Hierarchical database model – information is organized into a tree-like structure (using parent/child relationships) in such a way that it cannot have too many relationships.           Ø    Network database model – a flexible way of representing objects and their relationships           Ø    Relational database model – stores information in the form of logically related two-dimensional tables ENTITIES AND ATTRIBUTES  -      Entity – a person, place, thing, transaction, or event about which information is stored Ø    The rows in each table cont