ADM 3316 Lecture Notes - Lecture 12: Customer Relationship Management, Online Analytical Processing, Swot Analysis

• School: University of Ottawa
• Department: Administration
• Course: ADM 3316
• Professor: Jonathan Clof

Document Summary

10 steps to implementing a customer management intelligence program. Numerous suppliers of customer management systems have evolved over the years and provide a vast array of applications from simple to complex enterprise-wide applications. The choice can be daunting for an organization. This is further complicated by the growth in data, increasing complexity in customer contact channels and ever-changing technologies. It is not just a technology decision though. It is a change in customer management techniques that are in part enabled by technology. This online course will step you through the fundamentals that any size organization needs to address prior to implementing any form of customer management capabilities. Organizations will have the ability to define and capture all aspects and considerations needed to ensure a successful program is defined and can be put in-place with the proper steps being completed. This course will also provide you with all the templates and diagrams needed to complete this organizational exercise.