ADM 2372 Chapter Notes - Chapter 9: Customer Relationship Management, Customer Retention

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Customer data: want to know what your customer wants or needs. Amazon push products at you by knowing your profile. Sale data bases of customers to other companies o o o. It is about managing all aspects of a customer"s relationship with an organization. Want to retain the customers (increase customer loyaly) The customer you want to keep him happy. Customer they will get better service, personalization of products for the customers. Organization that is directly involved with the customer (retail) Big or small organizations they have clients and customers. Better customer service ability of sales staff to close deals faster. Improved call center efficiency simplification of marketing and sales processes. Ability to cross-sell products more effectively ability to discover new customers o. Up selling paying a little bit more but you get more of that specific item/or one for free. Monetary value how much they spent. Analytical crm accounting, finance, hrs, data warehouses.

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