Flashcards
IS & Competitive Advantage (SCM & CRM)
Flashcards do conjunto (14)
- 1What are the three strategies that 'Porter's Generic Strategies' suggest businesses use to remain competitive?1. Differentiation
2. Overall Cost Leadership - sell products cheaper than others
3. Focus - focus on a particular portion of the market - 2What are competitive strategies often supported by?Information systems.
- 3What does the 'Customer Relationship Management (CRM)' focus on?Satisfying customers by assessing their requirements then providing high quality service.
- 4Why does the success of an organisation rely on the Customer Relationship Management CRM?It uses information to treat different customers differently hence best fitting their requirements and satisfying them.
- 5What is the role of 'Operational CRM'?Support day-today processes involving individual customers.
- 6Operational CRM: What is 'Customer-facing'?The direct interactions with customers.
- 7Operational CRM: What is 'Customer-touching'?A self-serve system where the customer uses the system themselves.
A website etc... - 8What is the role of 'Analytical CRM;?To analyse customers' behaviour and perceptions to provide actionable business intelligence.
- 9What is a 'supply chain'?The coordinated flow of materials, information, money, services between raw material suppliers, factories, warehouses and the end user.
- 10Why optimise the supply chain? (4)1. STREAMLINE production - (increase velocity)
2. REDUCE inventory levels - (less inventory lying around)
3. Improve customer FEEDBACK - (they know 'estimated' arrival time)
4. Improve REPUTATION - 11What is a 'Radio Frequency IDentification (RFID)' used for?To track goods with the unique code attached to it which allows the good to be traced wherever it is in the supply chain.
- 12CRM & the Income Statement: Whats the 'Top Line' used for?1. Reach new customers
2. Offer new products
3. Cross-sell services
4. Offer complementary goods. - 13CRM & the Income Statement: Whats the 'Bottom Line' used for? (4)1. Optimise manufacturing processes
2. Decrease transportation costs
3. Reduce cost of human capitol
4. Minimise errors in a process - 14SCM vs CRMSCM = Operational Effectiveness
CRM = Customer Oriented