ISOM pwpt ch 11

ISOM pwpt ch 11 - BUSINESS DRIVEN TECHNOLOGY Chapter...

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BUSINESS DRIVEN TECHNOLOGY Chapter Eleven: Building a Customer-Centric Organization – Customer Relationship Management
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11-2 Customer Relationship Management CRM is a business philosophy based on the premise that those organizations that understand the needs of individual customers are best positioned to achieve sustainable competitive advantages in the future CRM entails integration of: management of sales marketing customer support
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11-3 Customer Relationship Management CRM enables an organization to: Provide better customer service Make call centers more efficient Cross sell products more effectively Help sales staff close deals faster Simplify marketing and sales processes Discover new customers Increase customer revenues
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Organizations can find their most valuable customers through “RFM” - R ecency, F requency, and M onetary value How recently a customer purchased items (Recency) How frequently a customer purchased items
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This note was uploaded on 02/16/2011 for the course ISOM 247 taught by Professor Jukic during the Spring '08 term at Loyola Chicago.

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ISOM pwpt ch 11 - BUSINESS DRIVEN TECHNOLOGY Chapter...

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