15.4.3 A DSS Model 251
Technical Notes to the Text 252
Word Bank to the Text 254
Exercises 256
Chapter 16 Enterprise Resource Planning 259
16.1 Enterprise System 259
16.2 Enterprise Resource Planning System 260
16.3 The Evolution of Enterprise Resource Planning 262
Technical Notes to the Text 266
Word Bank to the Text 267
Exercises 268
Chapter 17 Supply Chain Management 272
17.1 What Is a Supply Chain 272
17.2 The Objectives of a Supply Chain 273
17.3 Decision Phases in a Supply Chain 274
17.4 The Importance of Supply Chain Flows 276
Technical Notes to the Text 277
Word Bank to the Text 278
Exercises 279
Chapter 18 Customer Relationship Management 283
18.1 Customer Relationship Management Concepts 283
18.2 Four Types of Customers 284
18.2.1 Win Back or Save 284
18.2.2 Prospecting 284
18.2.3 Loyalty 285
18.2.4 Cross-Sell/Up-Sell 285
18.3 Customer Relationship Management (CRM)Software 286
18.3.1 Sales Force Automation(SFA) 286
18.3.2 Customer Service 286
18.3.3 Marketing 287
18.4 Operational and Analytical CRM 287
Technical Notes to the Text 288
Word Bank to the Text 289
Exercises 291
Chapter 19 E-Business and E-Commerce 295
19.1 E-Business 295
19.2 E-Commerce 299
Technical Notes to the Text 300
Word Bank to the Text 301
Exercises 303
Chapter 20 Artificial Intelligence 307
20.1 History of AI 307
20.2 Basics of AI 308
20.3 Applications of Artificial
Intelligence in Machine Learning 309
Technical Notes to the Text 312
Word Bank to the Text 314
Exercises 316
Chapter 21 Big Data and Cloud Computing 320
21.1 Background 320
21.2 Big Data 321
21.3 Cloud Computing 324
Technical Notes to the Text 326
Word Bank to the Text 327
Exercises 329

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