Fichas
Systems
Fichas del conjunto (4)
- 1Customer Relationship management systemsDef: Customer Relationship Management system records details of all transactions and contacts made with a customer (1) and stores information about them in order to improve the service that a customer receives (1).
CRM software stores the customer data centrally so that the up to date information is available to all departments
Ex: Loyalty card systems used by retailers are an example of a CRM system. (1) When purchases are made the customer presents the loyalty card and the CRM systems accumulate points or credit. The customer data is used to analyse shopping habits and often used to identify "target" customers and for trend analysis - 2Systems for collaborative workingDef: These enable teams to work on one project or activity at the same time (1) Collaborative systems allow parts of the project to be “locked” while individual team members work on that part (1)
Ex: An example could be where developers are working on systems documentation: while one developer is updating a document, others can read it, but not update it(1). - 3Document management systemsDef: Used to store paper based documents electronically (1). Documents were scanned and stored as image files, with keywords, authors and other data similar to a library system (1) which are easy to search for (1) links can be set up making it easy to cross-reference between documents (1)
Ex: Some organisation (e.g. insurance companies) receive paper documents in many different forms DMS is used to digitise them by scanning them in and organising them - 4Workflow systemsDef: software that helps organisations analyse and manage business processes (1) and identify possible problem areas that are slowing down the information flow (1) which may affect the efficiency of the organisation.
Ex: In a call centre workflow management lets managers define activities and allocate staff to them(1) Workflow management systems use databases and networks so each user is given access to the data they need at exactly the right time (1) If a workflow management system identifies a bottleneck or any other problems, Managers can re-allocate team members to do different jobs(1)
Workflow systems often include document management systems
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- p Fichas sobre Systems, creado por Mark Woodland el 09/02/2017.
- Creado por
- Mark Woodland
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