BUS 300 Lecture Notes - Lecture 4: Project A, Customer Relationship Management
Document Summary
Getting (and keeping) up to speed: hoover"s helps hp. Hewlett-packard (hp) must continue to innovate in a continuously changing environment. Hoovers" is an integral part of hp"s customer relationship management (crm) strategy, with data plug-in capabilities that give sales reps real-time information. Business opportunity: a situation that makes some potential competitive advantage possible. Business problem: a situation that makes some significant negative consequence more likely. Symptoms: observable cues that serve as a signal of a problem because they are caused by that problem. Decision making defined: the process of developing and deciding among alternative ways of resolving a problem or choosing from among alternative opportunities. Research"s role in the decision-making process: recognizing the nature of the problem or opportunity, identifying how much information is currently available and how reliable it is, determining what information is needed to better deal with the situation. The decision maker has all information needed to make an optimal decision.
