ch09 - CHAPTER9 CustomerRelationship Management...

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CHAPTER 9 Customer Relationship  Management
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CHAPTER OUTLINE 9.1 Defining Customer Relationship   Management 9.2 Operational Customer Relationship  Management 9.3 Analytical Customer Relationship  Management 9.4 Other Types of Customer Relationship  Management Applications
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LEARNING OBJECTIVES Define customer relationship management  and discuss the objectives of CRM. Describe operational CRM and its major  components. Describe analytical CRM. Discuss mobile CRM, on-demand CRM,  and open-source CRM.
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    The Need for CRM It costs _______ times more to sell to a  new customer than to sell to an existing  one. A typical dissatisfied customer will tell  _____people. By increasing the customer retention rate  by __%, profits could increase by __%. Odds of selling to new customers = __%,  
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ch09 - CHAPTER9 CustomerRelationship Management...

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