ITM 100 Class 4 (8.1 & 8.2) Midterm Review Key Terms 2025/2026

3D printing (additive manufacturing)

A process that builds—layer by layer in an additive process—a three-dimensional solid object from a digital model.

4D printing

Additive manufacturing that prints objects capable of transformation and self-assembly.

accounting and finance ERP component

Manages accounting data and financial processes within the enterprise with functions such as general ledger, accounts payable, accounts receivable, budgeting, and asset management.

analytical CRM

Supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers.

application integration

The integration of a company’s existing MIS (management information systems) with each other.

backward integration

Takes information entered into a given system and sends it automatically to all upstream systems and processes.

bullwhip effect

Occurs when distorted product-demand information passes from one entity to the next throughout the supply chain.

call scripting system

Gathers product details and issue resolution information that can be automatically generated into a script for the representative to read to the customer.

campaign management system

Guides users through marketing campaigns by performing such tasks as campaign definition, planning, scheduling, segmentation, and success analysis.

click-to-talk

Allows customers to click a button and talk with a representative via the Internet.

cloud computing

Stores, manages, and processes data and applications over the Internet rather than on a personal computer or server.

common data repository

Allows every department of a company to store and retrieve information in real time, allowing information to be more reliable and accessible.

computer-aided design (CAD)

Software used by architects, engineers, drafters, artists, and others to create precision drawings or technical illustrations.

computer-aided manufacturing (CAM)

Uses software and machinery to facilitate and automate manufacturing processes.

contact center or call center

Where customer service representatives answer customer inquiries and solve problems, usually by email, chat, or phone.

contact management CRM system

Maintains customer contact information and identifies prospective customers for future sales, using tools such as organizational charts, detailed customer notes, and supplemental sales information.

core ERP components

The traditional components that are included in most ERP systems and primarily focus on internal operations.

cradle to grave

Provides logistics support throughout the entire system or life of the product.

CRM analysis technologies

Help organizations segment their customers into categories such as best and worst customers.

CRM predicting technologies

Help organizations make predictions regarding customer behavior such as which customers are at risk of leaving.

CRM reporting technologies

Help organizations identify their customers across other applications.

cross-selling

Selling additional products or services to an existing customer.

customer analytics

Involves gathering, classifying, comparing, and studying customer data to identify buying trends, at-risk customers, and potential future opportunities.

customer lifetime value (CLV)

A metric that represents the total net profit a company makes from any given customer.

customer profitability (CP)

Measures the customer’s worth over a specific period of time.

customer relationship management (CRM)

Involves managing all aspects of a customer’s relationship with an organization to increase customer loyalty and retention and an organization’s profitability.

customer segmentation

Divides a market into categories that share similar attributes such as age, location, gender, habits, and so on.

customer service and support (CSS)

A part of operational CRM that automates service requests, complaints, product returns, and information requests.

data integration

The integration of data from multiple sources, which provides a unified view of all data.

digital supply chain

Fully capitalize on connectivity, system integration, and the information-producing capabilities of smart devices.

drone

An unmanned aircraft that can fly autonomously, or without a human. Amazon.com is piloting drone aircraft for package deliveries.

electronic data interchange (EDI)

A standard format for the electronic exchange of information between supply chain participants.

enterprise application integration (EAI)

Connects the plans, methods, and tools aimed at integrating separate enterprise systems.

enterprise resource planning (ERP)

Integrates all departments and functions throughout an organization into a single system (or integrated set of MIS systems) so that employees can make decisions by viewing enterprisewide information on all business operations.

enterprise system

Provides enterprisewide support and data access for a firm’s operations and business processes.

extended ERP components

The extra components that meet organizational needs not covered by the core components and primarily focus on external operations.

first call resolution (FCR)

Properly addressing the customer's need the first time they call, thereby eliminating the need for customers to follow up with a second call.

forward integration

Takes information entered into a given system and sends it automatically to all downstream systems and processes.

human resources ERP component

Tracks employee information, including payroll, benefits, compensation, and performance assessment and ensures compliance with all laws.

hybrid ERP

Splits the ERP functions between an on-premises ERP system and one or more functions handled as Software as a Service (SaaS) in the cloud.

inbound logistics

Acquires raw materials and resources and distributes them to manufacturing as required.

integration

Allows separate systems to communicate directly with each other, eliminating the need for manual entry into multiple systems.

legacy system

An old system that is fast approaching or beyond the end of its useful life within an organization.

list generator

Compiles customer information from a variety of sources and segments it for different marketing campaigns.

logistics

Includes the processes that control the distribution, maintenance, and replacement of materials and personnel to support the supply chain.

maker movement

A cultural trend that places value on an individual’s ability to be a creator of things, as well as a consumer of things.

makerspace

A community center that provides technology, manufacturing equipment, and educational opportunities to the public that would otherwise be inaccessible or unaffordable.

materials management

Includes activities that govern the flow of tangible, physical materials through the supply chain such as shipping, transport, distribution, and warehousing.

module software design

Divides the system into a set of functional units (named modules) that can be used independently or combined with other modules for increased business flexibility.

on-premise system

Includes a server at a physical location using an internal network for internal access and firewalls for remote users’ access.

operational CRM

Supports traditional transactional processing for day-to-day front-office operations or systems that deal directly with the customers.

opportunity management CRM system

Targets sales opportunities by finding new customers or companies for future sales.

outbound logistics

Distributes goods and services to customers.

procurement

The purchase of goods and services to meet the needs of the supply chain.

production and materials management ERP component

Handles the various aspects of production planning and execution such as demand forecasting, production scheduling, job cost accounting, and quality control.

radio-frequency identification (RFID)

Uses electronic tags and labels to identify objects wirelessly over short distances.

Raspberry Pi

A low-cost, credit card–sized computer that plugs into a computer monitor or TV, and uses a standard keyboard and mouse.

robotics

Focuses on creating artificial intelligence devices that can move and react to sensory input.

sales analytics

Involves gathering, classifying, comparing, and studying company sales data to analyze product cycles, sales pipelines, and competitive intelligence.

sales force automation (SFA)

Automatically tracks all the steps in the sales process.

sales management CRM system

Automates each phase of the sales process, helping individual sales representatives coordinate and organize all their accounts.

software customization

Modifies existing software according to the business’s or user’s requirements.

supply chain

Consists of all parties involved, directly or indirectly, in the procurement of a product or raw material.

supply chain management (SCM)

Involves the management of information flows between and among activities in a supply chain to maximize total supply chain effectiveness and corporate profitability.

supply chain visibility

The ability to view all areas up and down the supply chain in real time.

uplift modeling

A form of predictive analytics for marketing campaigns that attempts to identify target markets or people who could be convinced to buy products.

up-selling

Increasing the value of the sale.

web-based self-service system

Allows customers to use the Web to find answers to their questions or solutions to their problem