MGT 300

CUSTOMER RELATIONSHIP MANAGEMENT (CRM) CRM enables an organization to; Ø    Provide better customer service Ø    Make call centers more efficient Ø    Cross sell products more effectively Ø    Helps sales staff close deals faster Ø    Simplify marketing and sales processes Ø    Discover new customers Ø    Increase customer revenues RECENCY, FREQUENCY AND MONETARY VALUE An organization can find its most valuable customers by using a formula that industry insiders call FRM; Ø    How recently a customer purchased items (recency) Ø    How frequently a customer purchased items (frequency) Ø    How much a customer speeds on each purchased (monetary value) THE EVALUATION OF CRM CRM reporting technologies help organizations identify their customers across other applications. CRM analysis technologies help organizations segment their customers into categories such as best and worst customers. CRM predicting technologies help organizations predict customer beh

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 transportation providers across the supply chain VISIBILITY

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 information remains safe. Ø    Model – A simplified representat

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 -            Without information history, it is difficult to tell how and why thi

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 contains the entities -      Attributes (fields, columns) – characterist