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1)CUSTOMER RELATIONSHIP MANAGEMENT (CRM) ➨CRM enables an organization to : a)Provide better customer service because focus more to customer. b)Make call centers more efficient because did not have to pass phone to other. c)Cross sell products more effectively because many products. d)Help sales staff close deals faster so service will become more faster. e)Discover new customers. 2)Recency,Frequency ,and Monetary Value (RFM) ➤How recently a customer purchased items (Recency) .To recognize latest customer. ➤How frequently a customer purchased items (Frequency).To know regular customer. ➤How much a customer spends on each purchase (Monetary Value).To know who customer spend a lot. 3)The Evolution of CRM ⟹CRM reporting technology -help organizations identify their customers across other applications. ⟹CRM analysis technologies -help organizations segment their customers into categories such as best and worst customers. ⟹CRM predicting technologies-help or

SUPPLY CHAIN MANAGEMENT The average company spends nearly half of every dollar that it earns on production In the past,  companies focused primarily on manufacturing and quality improvement to influence their supply chains BASIC OF SUPPLY CHAIN The supply chain has three main links: 1. Material flow from suppliers and their “upstream” suppliers al all levels 2. Transformation of materials into semi finished and finished products through the organization’s own production process 3. Distribution of products to customers at all levels List and describe the components of a typical supply chain: • Supplier’s supplier, Supplier, Manufacturer, Distributor, Retailer, Customer, Customer’s Customer INFORMATION TECHNOLOGY’S ROLE IN THE SUPPLY CHAIN             As companies evolve into extended organizations, the roles of supply chain participants are changing. It is now common for suppliers to be involved in product development and for distributors t

Reasons for the growth of decision making information system:     People need to analyze large amounts of information People must make decision quickly People must apply sophisticated analysis techniques such as modelling and forecasting, to make good decisions People must protect the corporate asset of organizational information  Model - a simplified representation or abstraction of reality - IT systems in an enterprise     TRANSACTION PROCESSING SYSTEMS   Moving up through the organizational pyramid users move from requiring transactional information to analytical information  ·   Transaction processing system - the basic business system that serves the operational level (analysis) in an organization ·   Online transaction processing (OLTP) - the capturing of transaction and event information using technology to (1) process the information according to defined business rules,(2) stores the information , (3) updated existing information to refl