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 refers to various types of media used to carry the signal between computers
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MIS 11 & 15 - Operational CRM supports traditional...

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