Chapter 11.docx - Chapter 11 Customer Relationship...

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Chapter 11 : Customer Relationship Management and Supply Chain Management Glossary Terms Analytical CRM system: CRM system that analyzes behaviour and perceptions in order to provide actionable business intelligence Bullwhip effect: Erratic Shifts in orders up and down the supply chain. Bundling : a form of cross-selling where an enterprise sells a group of products or services together at a lower price that the combined individual price of the products. Campaign management applications : CRM applications that help organizations plan marketing campaigns that send the right messages to the right people through the right channels. Collaborative CRM systems : CRM system communications between the organization and its customers are integrated across all aspects of marketing, sales and customer support processes. Cross-selling : The practice of marketing additional related products to customers based on a previous purchase Customer-facing CRM applications : Areas where customers directly interact with the organization, including customer service and support sales force automation, marketing and campaign management Customer interaction centre: A CRM operation where organizational representation use multiple communication channels to interact with customers in functions such as
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