Chapter 9 info

including general ledger, accounts payable, accounts receivable fixed assets, cash management and forecasting, product cost accounting, cost center accounting, asset accounting, tax accounting, credit management, and financial reporting

• financial and account processes

• human resources processes

• manufacturing and production processes

• sales and marketing processes

– Inclusion of B I with enterprise applications

– Flexible reporting, ad hoc analysis, “what-if” scenarios, digital dashboards, data visualization

• business intelligence

• social crm

– Incorporating social networking technologies

– Company social networks

– Monitor social media activity; social media analytics

– Manage social and web-based campaigns

• social crm

• business intelligence

– Number of customers who stop using or purchasing products or services from a company

– Indicator of growth or decline of firm’s customer base

• churn rate

• business value or CRM systems

– Increased customer satisfaction

– Reduced direct-marketing costs

– More effective marketing

– Lower costs for customer acquisition/retention

– Increased sales revenue

• business value of crm systems

• churn rate

– Based on data warehouses populated by operational C R M systems and customer touch points

– Analyzes customer data (O L A P, data mining, etc.)

▪ Customer lifetime value (C L T V)

• analytical CRM

• operational CRM

– Customer-facing applications

– Sales force automation call center and customer service support

– Marketing automation

• Operational CRM

• analytical CRM

▪ Capturing prospect and customer data, scheduling and tracking direct-marketing mailings or email

▪ Cross-selling

• SALES FORCE AUTOMATION (SFA)

• CUSTOMER SERVICE

• MARKETING