Exam3 - FC2 - The flashcards are formatted for printing....

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ActiveX Mashup
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Website that combines content from multiple Web sites to form one integrated experience (i.e. Housing Maps combines content from Craigslist and Google Maps). Set of technologies that let software components interact regardless of what language was used to create the components; primarily used to allow interactive Web content.
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CRM CRM
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Allow all “customer facing systems” to have the same view of each customer, providing the same capabilities for each customer. Manages multiple channels of interaction with the customer (i.e. email, online, face-to- face).
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CRM CRM
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Provides an integrated picture of each customer by collecting information about each. Enables analysis of customer-related information to determine the customer’s value.
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CRM CRM
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Can increase revenues by providing products and services that match customer wants and needs and improving customer service. Creates more effective cross-selling, higher sales closing rates, and faster sales closings.
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CRM CRM
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Creates higher customer retention rates and improved customer acquisition, providing ways of going out and getting new customers. We’re used to giving information to customer service, but what if they could give it to us?
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Upselling Cross-Selling
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Sell a different product (i.e. ask if you want a shake with fries). Sell at a premium (i.e. ask if you want a large fries instead of a small).
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Data Warehouse and Data Mining Collaborative CRM System
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More interactive CRM system; chat with sales representative. Business facing CRM components:
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Operational Component Sales, Marketing, and Customer Service Systems
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Customer facing CRM components: CRM that supports traditional transaction processing for customer-facing operations (i.e. customer self-service like order tracking).
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Analytical Component Collaborative Component
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CRM directed toward improving customer interactions (i.e. Live- chat). CRM technologies and processes used to analyze customer data (i.e. customer segmentation and profiling).
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1. Marketing automation 2. Sales force automation 3. Field service 4. Contact centers Operational, Collaborative, and Analytical Components
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5. Customer self-service
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CRM components: CRM applications:
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Sales Force Automation Marketing Automation
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selling, and campaign management. Contact management
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This note was uploaded on 09/08/2011 for the course ISM 3011C taught by Professor Robertszymanski during the Spring '11 term at University of Central Florida.

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Exam3 - FC2 - The flashcards are formatted for printing....

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