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This included embedding sales force automation or extended customer service (e.g. inquiry, activity management) as CRM features in their ERP. Customer relationship management was popularized in 1997 due to the work of Siebel, Gartner, and IBM. Between 1997 and 2000, leading CRM products were enriched with shipping and marketing capabilities. [15]
A service desk is a primary IT function within the discipline of IT service management (ITSM) as defined by ITIL. It is intended to provide a Single Point of Contact (SPOC) to meet the communication needs of both users and IT staff, [ 7] and also to satisfy both Customer and IT Provider objectives. User refers to the actual user of the service ...
A relational database ( RDB[ 1]) is a database based on the relational model of data, as proposed by E. F. Codd in 1970. [ 2] A database management system used to maintain relational databases is a relational database management system ( RDBMS ). Many relational database systems are equipped with the option of using SQL (Structured Query ...
A quality management system ( QMS) is a collection of business processes focused on consistently meeting customer requirements and enhancing their satisfaction. It is aligned with an organization's purpose and strategic direction ( ISO 9001:2015 ). [ 1] It is expressed as the organizational goals and aspirations, policies, processes, documented ...
Configuration management ( CM) is a management process for establishing and maintaining consistency of a product's performance, functional, and physical attributes with its requirements, design, and operational information throughout its life. [ 1][ 2] The CM process is widely used by military engineering organizations to manage changes ...
Issue tracking system. An issue tracking system (also ITS, trouble ticket system, support ticket, request management or incident ticket system) is a computer software package that manages and maintains lists of issues. [ 1] Issue tracking systems are generally used in collaborative settings, especially in large or distributed collaborations ...
Supply chain management is a cross-functional approach that includes managing the movement of raw materials into an organization, certain aspects of the internal processing of materials into finished goods, and the movement of finished goods out of the organization and toward the end consumer.
Management information system. A management information system (MIS) is an information system [ 1] used for decision-making, and for the coordination, control, analysis, and visualization of information in an organization. The study of the management information systems involves people, processes and technology in an organizational context.