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12CRMstudyguide

12CRMstudyguide - I Learningfromthetext a i ReadChapter11:...

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Day 13—Building a Customer‐Centric Organization‐‐CRM I. Learning from the text a. Before class reading assignment i. Read Chapter 11: Building a Customer‐Centric Organization ‐ CRM ii. Complete the LISP Case (Part A). Come prepared ready to discuss it. II. Learning in Class i. Tools and practices necessary for the organization to get the most benefits from CRM. ii. Learning from the data III. Learning Objectives i. Understand operational and analytical CRM
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