Information Technology Management-
Final Exam
Enterprise Resource Planning (ERP) - ANSbackbone providing fundamental decision making
support
ERP supports... - ANSaccounting, manufacturing, marketing, and human resources
Extended ERP components - ANSbusiness intelligence, CRM, supply chain management,
ebusiness
Elogisitics - ANSmanages transportation and storage of goods
Eprocurement - ANSB2B purchase and sale of supplies and services over the internet
Legacy system - ANSold system that is fast approaching or beyond the end of its useful life with
an organization
Software as a service (SaaS) - ANSdelivers applications over the cloud using a pay-per-use
revenue model
Customer Relationship Management (CRM) - ANSmanaging all aspects of a customer's
relationship with an organization to increase customer loyalty and retention of an organizations
profitability
Operational CRM - ANSsupports traditional transactional processing for day-to-day front office
operations and systems that deal directly with customer
Analytical CRM - ANSback-office operations and strategic analysis and includes all systems that
do not deal directly with customers
CRM Technologies - ANSlist generator, campaign management, cross-selling/ up-selling
Campaign Management - ANSperforms tasks like planning, scheduling, segmentation, and
success analysis
Customer Service and Support (CSS) - ANSpart of operational CRM that automates service
requests, complaints, product returns, and information requests
Sales force automation (SFA) - ANStracks all steps in the sales process
, Sales management, contact management, and opportunity management
Primary customer service - ANScontact center, web-based self-service, call scripting
Uplift modeling - ANSpredictive analytics for marketing campaign that attempt to identify target
markets or conveyable people
Supplier relationship management (SRM) - ANSkeeping suppliers satisfied by evaluating and
categorizing suppliers for different projects
Supply chain management - ANSmaterials flow upstream, materials transformed, products
distributed
Supply chain visibility - ANSability to view all areas up and down the supply chain in real time
Integrates supply chain - ANSplanning & control, information, business process
Electronic data interchange (EDI) - ANSstandard format for electronic exchange of information
between supply chain participants
Bullwhip effect - ANSwhen distorted product-demand information ripples from one partner to the
next through the supply chain
Procurement - ANSpurchasing of goods and services to meet the needs of the supply chain
Logistics - ANSprocesses that control the distribution, maintenance, and replacement of
material and personnel to support the supply chain
Materials Management - ANSactivities that govern the flow of tangibles, physical materials,
distribution, transport, and warehousing
Maker movement - ANScultural trend that places value on people's ability to be a creater of
things and consumer at the same time
Extending the supply chain - ANSSCEM
selling chain management
Collaborative engineering
collaborative demand planning
Intelligence - ANSprocesses used in learning, problem solving, and communication
Automation - ANSwhen computers or machines can perform the work that was once done by a
human
Final Exam
Enterprise Resource Planning (ERP) - ANSbackbone providing fundamental decision making
support
ERP supports... - ANSaccounting, manufacturing, marketing, and human resources
Extended ERP components - ANSbusiness intelligence, CRM, supply chain management,
ebusiness
Elogisitics - ANSmanages transportation and storage of goods
Eprocurement - ANSB2B purchase and sale of supplies and services over the internet
Legacy system - ANSold system that is fast approaching or beyond the end of its useful life with
an organization
Software as a service (SaaS) - ANSdelivers applications over the cloud using a pay-per-use
revenue model
Customer Relationship Management (CRM) - ANSmanaging all aspects of a customer's
relationship with an organization to increase customer loyalty and retention of an organizations
profitability
Operational CRM - ANSsupports traditional transactional processing for day-to-day front office
operations and systems that deal directly with customer
Analytical CRM - ANSback-office operations and strategic analysis and includes all systems that
do not deal directly with customers
CRM Technologies - ANSlist generator, campaign management, cross-selling/ up-selling
Campaign Management - ANSperforms tasks like planning, scheduling, segmentation, and
success analysis
Customer Service and Support (CSS) - ANSpart of operational CRM that automates service
requests, complaints, product returns, and information requests
Sales force automation (SFA) - ANStracks all steps in the sales process
, Sales management, contact management, and opportunity management
Primary customer service - ANScontact center, web-based self-service, call scripting
Uplift modeling - ANSpredictive analytics for marketing campaign that attempt to identify target
markets or conveyable people
Supplier relationship management (SRM) - ANSkeeping suppliers satisfied by evaluating and
categorizing suppliers for different projects
Supply chain management - ANSmaterials flow upstream, materials transformed, products
distributed
Supply chain visibility - ANSability to view all areas up and down the supply chain in real time
Integrates supply chain - ANSplanning & control, information, business process
Electronic data interchange (EDI) - ANSstandard format for electronic exchange of information
between supply chain participants
Bullwhip effect - ANSwhen distorted product-demand information ripples from one partner to the
next through the supply chain
Procurement - ANSpurchasing of goods and services to meet the needs of the supply chain
Logistics - ANSprocesses that control the distribution, maintenance, and replacement of
material and personnel to support the supply chain
Materials Management - ANSactivities that govern the flow of tangibles, physical materials,
distribution, transport, and warehousing
Maker movement - ANScultural trend that places value on people's ability to be a creater of
things and consumer at the same time
Extending the supply chain - ANSSCEM
selling chain management
Collaborative engineering
collaborative demand planning
Intelligence - ANSprocesses used in learning, problem solving, and communication
Automation - ANSwhen computers or machines can perform the work that was once done by a
human
