24 Cross Func - Understandthedifferencesbetweenfunctional

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Understand the differences between functional  systems and integrated cross-departmental,  process-based systems. Know the goals, characteristics, benefits and  problems associated with CRM and ERP. Distinguish between ERP and EAI.
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Customer Relationship Management (CRM) Enterprise Resource Planning (ERP) Enterprise Application Integration (EAI)
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A typical dissatisfied customer will tell 8-10  people about his or her experience. 75% of complaining customers will do business  with the company again if it quickly takes care  of a service snafu. A company can boost profits 85% by increasing  its annual customer retention by only 5%
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It costs 6 times more to sell to a new  customer than to sell to an existing  customer. The odds of selling a product to a new  customer are 15% whereas the odds of  selling a product to an existing customer are  50%.
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24 Cross Func - Understandthedifferencesbetweenfunctional

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