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G setting objectives employee performance management

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Unformatted text preview: nagement (PRM) • Integrating lead generation, pricing, promotions, order configurations, and availability • Tools to assess partners’ performances • Employee relationship management (ERM) • E.g. Setting objectives, employee performance management, performance-based compensation, employee training 8.25 Essentials of Business Information Systems Chapter 8 Achieving Operational Excellence and Customer Intimacy: Enterprise Applications Customer Relationship Management Systems CRM Software • CRM packages typically include tools for: • Sales force automation (SFA) • • Customer service • • E.g. assigning and managing customer service requests; Web-based self-service capabilities Marketing • 8.26 E.g. sales prospect and contact information, and sales quote generation capabilities E.g. capturing prospect and customer data, scheduling and tracking direct-marketing mailings or e-mail Essentials of Business Information Systems Chapter 8 Achieving Operational Excellence and Customer Intimacy: Enterprise Applications Customer Relationship Management Systems How CRM Systems Support Marketing Figure 8-8 Customer relationship management software provides a single point for users to manage and evaluate marketing campaigns across multiple channels, including e-mail, direct mail, telephone, the Web, and wireless messages. 8.27 Essentials of Business Information Systems Chapter 8 Achieving Operational Excellence and Customer Intimacy: Enterprise Applications Customer Relationship Management Systems CRM Software Capabilities Figure 8-9 The major CRM software products support business processes in sales, service, and marketing, integrating customer information from many different sources. Included are support for both the operational and analytical aspects of CRM. 8.28 Essentials of Business Information Systems Chapter 8 Achieving Operational Excellence and Customer Intimacy: Enterprise Applications Customer Relationship Management Systems...
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