18 - ITM 309 Enterprise Applications: Customer Relationship...

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1 ITM 309 Enterprise Applications: Customer Relationship Management Dr. Frederick Rodammer Michigan State University Eli Broad College of Business Rodammer@bus.msu.edu November 21, 2011 01/23/12
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2 Today’s Learning Objectives Understand the definition, evolution, and principles of Customer Relationship Management (CRM) Identify the benefits and challenges of CRM along with its future Understand operational and analytical customer relationship management Understand the CRM technologies used by sales departments, customer service departments, and marketing departments 01/23/12
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3 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 superior relationships with customers ? 01/23/12
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4 Customer Relationship Management Customer Relationship Management involves managing all aspects of a customer’s relationship with an organization to increase customer loyalty and retention and an organization's profitability 01/23/12
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5 Customer Relationship Management Provides customer-facing employees with a single, complete view of every customer at every touch point Provides customers with a single complete company view Integrates and automates many customer processes Creates an IT framework of Web-enabled software and
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This note was uploaded on 01/23/2012 for the course ITM 309 taught by Professor Rodammer during the Fall '08 term at Michigan State University.

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18 - ITM 309 Enterprise Applications: Customer Relationship...

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