KIC000071 - Chapter 19 Customer Relationship Management...

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Unformatted text preview: Chapter 19 Customer Relationship Management (CRM) • (Learning] Outcomes [Wi Define customer management ILo'1 [LO'I ILO'I Explain how to establish customer relationships within the organization Understand relationship interactions with the current customer base Outline the process customer data of capturing c......... (Learning] Outcomes • [LO'I ILO'1 [LO'I Describe the use of technology to store and integrate customer data Describe Define customer relationship management how to identify the best customers Explain the process of leveraging customer information throughout the organization Customer Relationship Management Strategy Customer Relationship Management ~*'tirii2=~~~~'~j .. ~ ¥~,..""·"~.\\lHTh'Kif''''jYt4rtri®~:;l;:i: -m r~n;!u~tt~¥ustOmerfnteraction Wlthth~'~omPany .i r '# ~.,;,. :0[1 , '* ¥ '00 _. , Foster cU5tom&r.~tlsfyjrig-~haviors ,*",,~ • ""'....."'......_Loanu .. ""...'' ' ...__ , c...... " 1 Chapter 19 Customer Relationship Management (CRM) Customer Relationship Management CYcle Implementing a CRMSystem • 1. Customers take center stage 2. Business must manage the customer relationship across all points of customer contact LO' REVIEW LEARNING OUTCOME Customer Relationship Management • Explain how to establish customer relationships within the organization _L... . ---,,,.,,,,,, ............ "'.. Identify Customer Relationships O••,.'."" __ l .... "'""" ... _..--. Identify Customer Relationships _ .._~_e.un....... ...... _...-" • 2 ...
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This note was uploaded on 09/01/2011 for the course MTK 340 taught by Professor Folger during the Spring '11 term at Iowa State.

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KIC000071 - Chapter 19 Customer Relationship Management...

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