Lecture_Slides_03-30-11

Lecture_Slides_03-30 - ITM 309 Customer Relationship Management and Business Intelligence Dr Frederick Rodammer Michigan State University Eli Broad

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1 ITM 309 Customer Relationship Management and Business Intelligence Dr. Frederick Rodammer Michigan State University Eli Broad College of Business [email protected] March 30, 2011 12/11/11
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2 Today’s Learning Objectives Understand the definition, evolution, and principles of Customer Relationship Management (CRM) Discuss the Mini Cooper Case Understand the business benefits of CRM Understand operational and analytical customer relationship management 12/11/11
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3 OPENING CASE Mini Cooper – Customer First How could Mini’s sales department and/or customer service department use CRM technology to improve its operations? How could analytical CRM be applied to benefit companies like Mini ? How might Mini’s business model change if it decreased its investments in CRM technologies? 12/11/11
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CUSTOMER RELATIONSHIPS What happens if our customers are not satisfied and relationships are poor ? What happens if our customers are delighted and relationships are great ? What ideas do you have to establish
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This note was uploaded on 12/11/2011 for the course ITM 309 taught by Professor Rodammer during the Spring '08 term at Michigan State University.

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Lecture_Slides_03-30 - ITM 309 Customer Relationship Management and Business Intelligence Dr Frederick Rodammer Michigan State University Eli Broad

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