MKT 100 Chapter Notes - Chapter 13: Customer Relationship Management, Crisis Management, Problem Solving

• School: Ryerson University
• Department: Marketing
• Course: MKT 100
• Professor: Fernando Pardo

Document Summary

Computer competency - ability to understand computers and use them to their best advantage. Information competency ability to use technology to locate, retrieve, evaluate, organize, and analyze info for decision-making. Information is data made useful for decision-making. Information technology helps us acquire, store and process info. Intelligence info gathered from stakeholders and external environment. Internal info flows up, down, around and across orgs. Public info - disseminated to stakeholders and external environment. Lower levels make speedy decisions and take action. Information system use it to collect, organize and distribute data for use in decision-making. Management information system meet the info needs of managers in making daily decisions. It is breaking barriers and changing orgs; Orgs are flatter (it replaces management levels) Customer relationship management is improved ( cust needs) Essential to problem solving + decision making in orgs. It gathers and moves info quickly within an org (great asset for decision-making)