ITM 309 Lecture Notes - Lecture 19: Data Warehouse, Upselling, Call Centre

• School: MSU
• Department: Information Technology Mgmt
• Course: ITM 309
• Professor: Rodammer

Document Summary

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: front office, external. Provides customer-facing employees with a single, complete view of every customer at every touch point. Provides customers with a single complete company view. Creates an it framework of web-enabled software and databases that integrates front office with. Integrates and automates many customer processes back office. Benefits of crm: orga(cid:374)izatio(cid:374)s (cid:272)a(cid:374) fi(cid:374)d their (cid:373)ost (cid:448)alua(cid:271)le (cid:272)usto(cid:373)ers through (cid:862)rfm(cid:863) . Monetary value: how recently a customer purchased items, how frequently a customer purchased items. List generator, campaign management, cross-selling and up-selling. Sales management, contact management, opportunity management: customer service and operational crm technology. Three marketing operational crm technologies: list generator, campaign management system, cross-selling and up-selling. The sales department was the first to begin developing crm systems with sales force automation a system that automatically tracks all of the steps in the sales process.