Glossary of Terms

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ACRONYMS

ASP - Application Service Provider

CRM - Customer Relationship Management

eCRM - Electronic Customer Relationship Management

ERP - Enterprise Resource Planning

OEM - Original Equipment Manufacturer

PRM - Partner Relationship Management

SCM - Supply Chain Management

SFA - Sales Force Automation

TES - Technology-Enabled Selling

VAR - Value-Added Reseller

DEFINITIONS

Customer Relationship Management (CRM) - An enterprisewide strategy designed to increase profitability and revenue and improve customer satisfaction by organizing the customer-facing departments - sales, marketing, and support. Also known as the Front Office.

Data Mining - This functionality involves the process of discovering meaningful correlation, patterns, and trends by sifting through large amounts of customer data. Data mining employs pattern recognition technologies, as well as statistical and mathematical techniques.

eCRM - Involves the integration of web channels into the overall CRM strategy.

Enterprise Resource Planning (ERP) - This is a business strategy that integrates manufacturing, financial, and distribution functions of an enterprise. Also known as the Back Office.

Partner Relationship Management (PRM) - The CRM element that extends sales, marketing, customer service, and other enterprise business functions to resellers to foster better relationships.

Technology-Enabled Selling (TES) - The application of technology to enable selling through all desired sales channels, including field/mobile sales, inside sales/telesales, selling partners, web selling, and retail sales.

 

 

"We have spent over a year and a half investigating the
topic of CRM .
Sienna Solutions has provided us with valuable guidance the whole way, we never felt
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-Eaton

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