Chapter 9 notes - Chapter 9 Customer Relationship...

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Chapter 9 Customer relationship management (CRM) - involves managing all aspects of a customer’s relationship with an organization to increase customer loyalty and retention and an organization’s profitability. It allows an organization to gain insights into customer’s shopping and buying behaviors. CRM benefits - provide better customer service, improve call center efficiency, cross-sell products more efficiently, helps sales staff close deals faster, simplify marketing and sales processes, discover new customers, and increase customer revenues Evolution of CRM CRM reporting technologies - (customer identification)- help organizations identify their customers across other applications. “Asking What Happened” CRM Analysis technologies - (customer segmentation)- help organizations segment their customers into categories such as best and worst customers. “Asking Why It Happened” CRM predicting technologies - (customer prediction)- help organizations make
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This note was uploaded on 12/04/2011 for the course ITM 309 taught by Professor Rodammer during the Spring '08 term at Michigan State University.

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Chapter 9 notes - Chapter 9 Customer Relationship...

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