MIS 11 & 15

MIS 11 & 15 - Operational CRM supports traditional...

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Operational CRM supports traditional transactional processing for day-to-day front-office operations or systems that deal directly with the customers (Sales, Marketing, Customer Service Systems) Analytical CRM supports back-office operations & strategic analysis & includes all systems that do not deal directly with the customers (Data Warehouse & Mining) - make decisions to which customers to/not/avg to invest in CRM Explosive Growth Main Business Driver = Automation/Productivity/Efficiency (Competitive Advantage) Most Valuable Customers: Recency how recently customer purchased items Frequency how frequently customer purchases items Monetary Value how much customer spends on each purchase Evolution Phases of CRM: Reporting technologies help organizations identify customers across other applications (what happened?) Analysis technologies help organizations segment customers into categories (best/worse) (Why Happened?) Predicting technologies help organizations make predictions regarding customer behavior (risk of leaving) (Will Happen?) Network Transmission Media
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  • Spring '11
  • Mahgood
  • Computer network, Private network, Metropolitan area network, network transmission media, technologies help organizations

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