CCT225H5 Chapter Notes - Chapter 6: Supplier Relationship Management, Business Intelligence, Data Warehouse
15 Apr 2016
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Involves managing all aspects of a customer"s relaionship with an organizaion to increase customer loyalty and retenion and an organizaion"s proitability. Recognizing customers as experts, not just revenue generators. One of the most valuable assets a company can acquire. The sooner a company embraces crm, the harder it will be for compeitors to steal loyal and devoted customers. > made investments into beter customer service over the past 30 years (ex. drive-thru pharmacy; reill prescripions at any locaion) > credits much of their growth to an increased investment in customer service. > spend more on payroll in stores where performance is below average. Crm allows an organizaion to gain insights into customer"s shopping and buying behaviours. Customers contact an organizaion through various means (call centre, web access, email, etc. the crm system tracks every communicaion between the customer and the organizaion. > understanding all customer communicaions allows the organizaion to communicate efecively with each customer.
