ITM 100 Lecture Notes - Lecture 9: Marketing Automation, Software Build, Call Centre

• School: Ryerson University
• Department: Information Technology Management
• Course: ITM 100
• Professor: Sui Sui

Document Summary

Analytical crm: includes applications that analyze customer data generated by operational ctm applications to provide info for improving business performance. Bullwhip effect: information about the demand for a product gets distorted as it passes from one entity to the next across the supply chain. Churn rate: measures the number of customers who stop using or purchasing products or services from a company. Cross-selling: is the marketing of complementary products and customers. Customer lifetime value: based on the relationship between revenue produced by a specific customer, the expenses incurred in acquiring and servicing that customer, and the expected life of the relationship between the customer and the company. Demand planning: determining how much product a business needs to satisfy customer demands. Employee relationship management: management software that deals with employee issues. Enterprise software: software build around thousands of predefined business procedures that reflect best practices.