MIS Integration, SCM, CRM & ERP: Key Systems and Processes

Integrations

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

Application integration

Integration of a company's existing management information systems.

Data integration

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

Forward integration

Sends information entered into a given system automatically to all downstream systems and processes.

Backward integration

Sends information entered into a given system automatically to all upstream systems and processes.

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.

Enterprise systems

Provide enterprisewide support and data access for a firm's operations and business processes, manages customer information.

Enterprise application integration (EAI)

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

Middleware

Several types of software that sit between and provide connectivity for two or more software applications, translate information between disparate systems.

Supply chain management (SCM)

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

Supply chain

Consists of all parties involved, directly or indirectly, in obtaining raw materials or a product.

Bullwhip effect

Occurs when distorted product demand information ripples from one partner to the next throughout the supply chain, creating excess inventory.

Digital supply chain

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

Supply chain optimization

Defines, recommends, and sets flexible supply chain strategies based on an organization's operations and resources.

Inventory optimization

Provides visibility across inventory levels throughout the entire supply chain holistically.

Transportation and logistics optimization

Focuses on the efficient movement of products through effective transportation management.

Procurement

Purchasing of goods and services to meet the needs of the supply chain.

Inbound logistics

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

Outbound logistics

Distributes goods and services to customers.

Cradle to grave

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

Materials management

Includes activities that govern the flow of tangible, physical materials through the supply chain.

3D printing/ additive manufacturing

Process that builds a 3-dimensional solid object from a digital model.

Computer aided design (CAD)

Software used to create precision drawings or technical illustrations.

4D printing

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

Radio frequency identification (RFID)

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

Drones

Unmanned aircraft that can fly autonomously, with capabilities including sensors, navigation, and stabilization.

Blockchain

Technology that is able to reduce costs and inefficiencies in supply chain management.

Supply chain visibility

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

Customer relationship management (CRM)

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

Customer analytics

Involves gathering, classifying, comparing, and studying customer data to identify buying trends.

Sales analytics

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

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.

CRM reporting technologies

Help organizations identify their customers across other applications (asking what happened).

CRM analysis technologies

Helps organizations segment their customers into categories such as best and worst customers (asking why it happened).

CRM predicting technologies

Help organizations predict customer behavior, such as which customers are at risk of leaving (asking what will happen).

Operational CRM

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

List generators

Compile customer information from a variety of sources and segment it for different marketing campaigns (website visits, questionnaires, surveys, marketing mailers).

Campaign management system

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

Cross selling

Selling additional products or services to an existing customer (bought the book ad for the movie).

Up selling

Increasing the value of the sale (supersize meal for extra cost).

Customer service and support (CSS)

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

Sales force automation (SFA)

Automatically tracks all the steps in the sales process, focusing on increasing customer satisfaction, building customer relationships, and improving product sales.

Sales management CRM systems

Automate each phase of the sales process, helping individual sales representatives coordinate and organize all their accounts (calendars, reminders).

Contact management CRM systems

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

Opportunity management CRM systems

Target sales opportunities by finding new customers or companies for future sales (determine potential customers and competitors).

Contact/call center

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

First call resolution (FCR)

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

Web based self service systems

Allow customers to use the web to find answers to their questions or solutions to their problems.

Click to talk

Allow customers to click a button and talk with a representative via the internet.

Call scripting systems

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

Analytical CRM

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

Customer segmentation

Divides a market into categories that share similar attributes such as age, location, gender, habits, etc., to make target marketing and sales campaigns.

Customer profitability

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

Customer lifetime value

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

Enterprise resource planning (ERP)

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

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 ERP

Own all hardware and software, significant capital investment, complete ownership.

Legacy system

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

Cloud ERP

All hardware and software owned and remotely hosted by cloud vendor.

Cloud computing

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

Hybrid ERP

Splits the ERP functions between an on premise ERP system and one or more functions handled as software as a service in the cloud.