1 Informatics For Business Administration 3.1 Definition 3.2 Operational and Analytical CRM 3.3 Marketing the source of valuable customer data 3.4 The core processes CRM 3.5 CRM software 3.6 A CRM Implementation Roadmap 3.7 CRM Suites Examples Chapter 3 Customer Relationships Management (CRM) Prof. univ.dr. Vasile Avram
2 3.1 Definition A customer requires three things from a company: -The products on offer must fulfill his requirements; -The products must be available in the required quantity and quality; -The products must be available at an acceptable price. Successful Companies C R M Satisfied Customer Win new customers; Maintain customer (maintain long-term loyalty)
3 3.1 Definition All company area (production, logistics, accounting, sales & distribution, service, marketing) must work together very closely to gather, maintain (update), evaluate, and apply customer data using all communication channels (Multichannel Customer Interaction). Successful Companies C R M Satisfied Customer Company Areas resource planning UD All areas must have a standardized view of customer data irrespective of the business partner and method of communication RD
4 3.1 Definition All company area (production, logistics, accounting, sales & distribution, service, marketing) must work together very closely to gather, maintain (update), evaluate, and apply customer data using all communication channels (Multichannel Customer Interaction). Successful Companies C R M Satisfied Customer Company Areas resource planning UD All areas must have a standardized view of customer data irrespective of the business partner and method of communication RD
5 3.1 Definition The CRM can be categorized in one of the types [Bf-12][PR-04]: Type of CRM Strategic Dominant characteristic Strategic CRM is a core customer-centric business strategy that aims at winning and keeping profitable customers. It is focused in the development of a customer-centric business culture. Operational Operational CRM focuses on the automation of customer-facing processes such as selling, marketing and customer service and customer supporting-processes. Analytical Analytical CRM focuses on the intelligent mining of customer-related data (found in internal data repositories such as sales, financial, marketing, and service data and in external data sources) for strategic or tactical purposes. Collaborative Collaborative CRM applies technology across organizational boundaries with a view to optimizing company, partner and customer value.
6 3.1 Definition A definition of customer relationship management (CRM) is The infrastructure that enables the delineation of an increase in customer value, and the correct means by which to motivate valuable customers to remain loyal (to buy again). 1 The purpose of CRM is to enable businesses to track and manage all of their customer interactions over the lifetime of the customer relationship. CRM is a business strategy, and companies typically use a CRM software system as a technology platform to help implement their CRM strategy, processes, and procedures. 2 1 CRM Handbook, The: A Business Guide to Customer Relationship Management, by Jill Dyché, Addison Wesley Professional, August 09, Working with Microsoft Dynamics CRM 4.0, Second Edition, by Jim Steger; Mike Snyder, Microsoft Press, March 10, 2008
7 3.1 Definition CRM models The IDIC model. The IDIC model was developed by Peppers&Rogers and the model suggests that companies should take four actions in order to build closer one-to-one relationships with customers: Identify who your customers are and build a deep understanding of them; Differentiate your customers to identify which customers have most value now and which offer most for the future; Interact with customers to ensure that you understand customer expectations and their relationships with other suppliers or brands; Customize the offer and communications to ensure that the expectations of customers are met.
8 3.1 Definition CRM models CRM value chain model. Francis Buttle s model has an end goal represented by enhanced customer profitability that can be attained by : primary stages represented by customer portfolio analysis, customer intimacy, network development (SCOPE), value proposition development, and managing the customer lifecycle; supporting conditions of leadership and culture, data and IT, people, and processes to enable CRM strategy to function effectively and efficiently
9 3.1 Definition CRM models The QCi model. The QCi model (shown in figure) is also a product of a consultancy firm as IDIC is. The model s authors prefer to describe their model as a customer management model, omitting the word relationship. At the heart of the model they depict a series of activities that companies need to perform in order to acquire and retain customers. The model features people performing processes and using technology to assist in those activities.
10 3.1 Definition CRM models Payne s five-process model. The fourth comprehensive model was developed by Adrian Payne. This model clearly identifies five core processes in CRM: the strategy development process, the value creation process, the multichannel integration process, the performance assessment process and the information management process. The first two represent strategic CRM; the multichannel integration process represents operational CRM; the information management process is analytical CRM.
11 3.1 Definition CRM models The Gartner competency model. The final comprehensive CRM model comes from Gartner Inc. the leading IT research and advisory company that employs some 1200 research analysts and consultants in 75 countries, and has a significant place in CRM research.
12 3.2 Operational and Analytical CRM CRM categories: - Operational (touching customers); - Analytical (understanding the customer). Figure 3.1 Operational and Analytical CRM
13 The minimal requirements for CRM applications are: - Gather and manage customer data; - Standardized view for all areas; - Easy to understand and operate; - Adaptable to current market conditions; - Integration with other systems. AND all that must run in a learning relationship: Gather DATA about The Customer Which builds stronger CUSTOMER RELATIONSHIPS Objective: Build customer value (revenue, profitability, and satisfaction) Convert to INFORMATION to Differentiate Customers Use to CUSTOMIZE each Offer Communication Interaction (Source: CRM Handbook, The: A Business Guide to Customer Relationship Management, by Jill Dyché, Addison Wesley Professional,2001)
14 Figure 3.3 Analytical CRM as sum of its parts
15 Companies with both operational and analytical CRM capabilities are changing business strategies to: - Reward customers with personalized discounts for using lower-cost channels; - Proactively offer products and services that fit a given customer's needs based on what the customer has already purchased; - Increase purchase rates by dynamically personalizing content based on the Web visitor's profile; - Adjust per-customer marketing expenditures based on lifetime value scores;
16 - Analyze combinations of touchpoints across channels to predict a customer's next likely purchase; - Relate high Web traffic to individual visitors and customer segments to better understand Web use and improve Web design; - Tailor commissions and incentive programs for sales partners based on the value of the customers they bring; - Prevent a customer from churning by offering incentives based on individual preferences; - Provide customers in the highest value tier with personal representatives who understand their history and preferences.
17 Marketing the source of valuable customer data Figure 3.3 Marketing Evolving - Marketing tiers The goal of CRM in marketing is to move C-level customers up to B- level customers and B-level customers up to A-level customers and to motivate A-level customers to stay that way indeed, to buy more.
18 Successful marketing tactics use the results from customer interactions to improve future interactions, paving the way for highimpact decisions such as these: - Shifting marketing dollars toward campaigns more likely to generate high responses; - Understanding the characteristics of high-value customers, finding such characteristics in customers who have a high value potential, and changing interactions accordingly; - Improving the effectiveness of high-cost channels (such as face-toface sales) to maximize their revenue streams; - Institutionalizing personalized communications for specific customer segments; -Understanding research and purchase patterns and further delineating segmentation criteria to improve future interactions or stimulate one-to-one marketing.
19 The core processes CRM The notion of achieving a higher level of customer satisfaction and creating lasting customer relationships requires robust processes and efficient linkages between company and customer (CRM), company and employees (ERM), and company and partners (PRM). For industry specific software the CRM processes are typically very customerfocused, built around the needs of a particular business unit or organizational entity. CRM CRM success requires effective marketing, sales, and service to customers. The goal is to share a single view of the customer across all touchpoints and interactions before, during, and after the sales cycle. Marketing Sales Service Customer Segmentation Sales Force and Forecast Management Service Delivery Campaign Management Account Management Inquiry and Service Resolution Marketing Content Management Opportunity Management Customer Satisfaction Measurement Customer and Transaction Analysis Order Management
20 ERM Employee relationship management Planning and Management Training and Development Communication and Information Support Performance Management Training Management Content Design Project Management Compensation Management Competency Management Content Delivery Employee Help Desk Support Departmental Budgeting Hiring and Recruiting Employee Management Time and Expense Management
21 Partner relationship management (PRM) PRM allows partners to operate as an extension of the company Partner Relationship Management Marketing Sales Services Partner Lifecycle Management Channel Marketing, Planning, and Analysis Market Development Fund Management Collaborative Management Campaign Opportunity Management Account Management Service Delivery Customer Satisfaction Measurement Partner Incentive Programs Hiring and Recruiting Employee Management Performance management Time and Expense Mgmt
22 CRM software Requirements for CRM software applications: Gather and manage customer data; Offer a standardized view for all area; Be easy to understand and use; Be adaptable to current market conditions; To can be integrated with other applications; To support evaluations.
23 CRM software Call Center (Contact Centers) Contact Center includes subsystems such as: - Call Routing uses the automatic call distribution that follows one of the models: Load balancing ; Precision call ; Interactive voice response (IVR); Automated speech recognition. - Contact Center Sales Support - Web-based Self-Service - Customer Satisfaction Measurement - Call-Scripting - Cyberagents - Workforce Management.
24 CRM software Marketing Sales and Distribution (SD) - include bar code processing, order entry, order processing, sales and marketing, sales management, sales force automation, distribution management, warehousing, freight and trucking, import/export, mail order, point of sale and wholesale trade Sale Force Automation (SFA) Sales and Territory Management Contact Management
25 A CRM Implementation Roadmap
26 CRM Suites Enterprise CRM suites (revenues > $1 billion/year and/or > 1,000 employees): - full range of functionalities; - can scale to serve large user populations; - offer support for multiple languages and countries. Almost of the leading players offers hosted and SaaS deployment options.
27 CRM Suites Midmarket CRM suites (SMB market - revenues < $1 billion/year and/or < 1,000 employees): - offer a breadth of CRM functionalities ( have more limited capabilities in specific areas); - simpler to use than solutions built for the enterprise market. - variety of deployment options (on premise license, hosted, and SaaS).
28 CRM Suites CRM specialty tools solutions with specialty capabilities (enterprise + midmarket) such as: marketing automation, sales force automation (SFA), customer service, partner channel management and collaboration, customer analytics, and customer data management.
29 CRM Suites Q CRM Large Organizations (Source: Forrester Research Inc.) Article:
34 SAP example solution: Internet Sale Source: SAP System Landscape Optimization, Andreas Schneider-Neureither [Ed.], SAP Press,
35 SAP example solution: mysap CRM Interaction Center Source: SAP System Landscape Optimization, Andreas Schneider-Neureither [Ed.], SAP Press,
36 SAP Customer Relationship Management - CRM Without Compromise: A Strategy for Profitable Growth, SAP_15840.pdf
38 There are several categories of application software: - Back-office; Front-office; ERP; - eapplications. Figure 1.4 The extended company and management of customers and suppliers relationships (Source: Internet Technologies for Business - Business categories and models in Internet, Vasile Avram,
39 References 1. CRM Handbook, The: A Business Guide to Customer Relationship Management, by Jill Dyché, Addison Wesley Professional, August 09, Working with Microsoft Dynamics CRM 4.0, Second Edition, by Jim Steger; Mike Snyder, Microsoft Press, March 10, Essentials of Management Information Systems, Kenneth C Laudon, Jane P Laudon, Fifth Edition, Prentice Hall, Sams Teach Yourself SAP in 24 Hours, Third Edition by George W. Anderson; Tim Rhodes; Jeff Davis; John Dobbins; Andreas Jenzer, Sams, August 06, SAP System Landscape Optimization, Andreas Schneider-Neureither [Ed.], SAP Press, 6. [PR-04] Don Peppers, Martha Rogers, Managing Customer Relationships. A strategic Framework, John Wileey & Sons, [Bf-12] Francis Buttle, Customer Relationship Management, Routledge,
Informatics For Business Administration 3.1 Definition 3.2 Operational and Analytical CRM 3.3 Marketing the source of valuable customer data 3.4 The core processes CRM 3.5 CRM software 3.6 A CRM Implementation
CUSTOMER RELATIONSHIP MANAGEMENT CONCEPTS AND TECHNOLOGIES Chapter 1: Introduction to CRM Selected definitions of CRM 1 CRM is an information industry term for methodologies, software, and usually Internet
Chapter 5: Customer Relationship Management Introduction Customer Relationship Management involves managing all aspects of a customer s relationship with an organization to increase customer loyalty and
Customer Relationship Management (CRM) Dr A. Albadvi Asst. Prof. Of IT Tarbiat Modarres University Information Technology Engineering Dept. Affiliate of Sharif University of Technology School of Management
Chapter 4 Enterprise Business Systems Learning Objectives Identify and give examples to illustrate the following aspects of customer relationship. Business processes supported Customer and business value
Opening Case: Twitter: A Social CRM Tool McGraw-Hill-Ryerson 2015 The McGraw-Hill Companies, All Rights Reserved Chapter Nine Overview SECTION 9.1 CRM FUNDAMENTALS Introduction Using Information to Drive
IGG-06252003-01 S. Nelson Article 25 June 2003 Management Update: The Eight Building Blocks of CRM Customer relationship management (CRM) represents the key business strategy that will determine successful
Chapter 9 Achieving Operational Excellence and Customer Intimacy: Enterprise Applications Video Cases Video Case 1a: What Is Workday: Enterprise Software as a Service (Saas) Video Case 1b: Workday: Mobile
Solution Overview SAP CUSTOMER RELATIONSHIP MANAGEMENT CUSTOMER RELATIONSHIP MANAGEMENT AS A BUSINESS STRATEGY IS CHANGING 2 With SAP CRM, we optimized our sales resources, reduced administrative costs,
Chapter 8 Achieving Operational Excellence and Customer Intimacy: Enterprise Applications 8.1 2007 by Prentice Hall STUDENT OBJECTIVES How enterprise systems achieve operational excellence by integrating
TIM 50 - Business Information Systems Lecture 5 UC Santa Cruz, Ram Akella October 8, 2015 Class Announcements n For next time q Read Cisco Case n n Hwk 2 due by start of class Tuesday On ecommons q Laudon
Graduating CRM Beyond Pipeline CRM Graduating CRM Beyond Pipeline Graduating CRM Beyond Pipeline So you ve got your CRM deployment running smoothly. Congrats to you! If you re like most of our customers,
Customer Relationship Management (CRM) Transforming the Way to Market, Sell and Service Agenda I. CRM definition and overview II. Getting started with CRM Initiatives 2 1 What is CRM? Customer Relationship
Analytical CRM solution for Banking industry Harbinger TechAxes PVT. LTD. 2005 Insights about What are the reasons and freq. for a customer contact? What are my product holding patterns? Which of my are
A Strategic Approach to Customer Engagement Optimization A Verint Systems White Paper Table of Contents Introduction... 1 What is customer engagement?... 2 Why is customer engagement critical for business
[ know me ] A Strategic Approach to Customer Engagement Optimization A Verint and KANA White Paper Table of contents Introduction... 1 What is customer engagement?... 2 Why is customer engagement critical
A framework for the implementation of a Customer Relationship Management strategy in retail sector Jawed Siddiqi, Babak Akhgar & Tim Wise, Sheffield Hallam University (UK) Abstract - This paper focuses
Unlocking the value from your customer relationships < PREVIOUS NEXT > CLOSE x PRINT Call us: 0161 616 Call 0599 us: 0161 616 0599 When cross and up-selling to your customers you tread a fine-line. Get
Consulting Using Analytics to Improve Your Interactions with Customers By Mike McGuirk, Consulting Services Using Analytics to Improve Your Interactions with Customers The use of customer analytics across
Customer Relationship Management (CRM) Systems MIS 4133 Software Systems Outline CRM and CRM System Phases Applications CRM Software Capabilities Aspects of CRM Market Segments Business Value Performance
Class Announcements TIM 50 - Business Information Systems Lecture 5 UC Santa Cruz, Ram Akella October 8, 2015 For next time q Read Cisco Case Hwk 2 due by start of class Tuesday On ecommons q Laudon and
IBM Global Business Services Microsoft Dynamics CRM solutions from IBM Power your productivity 2 Microsoft Dynamics CRM solutions from IBM Highlights Win more deals by spending more time on selling and
ACS-1803 Introduction to Information Systems Instructor: Kerry Augustine Enterprise Information Systems Lecture Outline 6 ACS-1803 Introduction to Information Systems Learning Objectives 1. Explain how
Seven ways to boost customer loyalty and profitability through an empowered contact center Is your bank using today s communications technology to its full potential? The financial services industry as
Cincom Synchrony Cincom Synchrony Multi-channel customer experience management SIMPLIFICATION THROUGH INNOVATION TM Restore the intimacy Today s customers are more sophisticated and demanding than ever,
CRM Glossary Guide AA Automated Attendant is a device connected to voice mail systems that answers and may route incoming calls or inquiries. ABANDON RATE Abandon Rate refers to the percentage of phone
Using a Multichannel Strategy to Deliver an Exceptional Customer Experience 10 things to consider when building a multichannel strategy to improve the customer experience Jesús Hoyos CRM industry analyst,
CRM - an Operational Tool for Customer Centric Actions : Case Study in Service Sector ANIKET J. SHIRALKAR DPGD/AP13/1008. What is CRM? CRM is a business strategy that aims to understand, anticipate and
The Customer Experience: The Holy Grail of Competitive Advantage. 1 A great customer experience has emerged as the holy grail of competitive advantage. Providing a great customer experience has emerged
A new e-book from TeleTech for sales, marketing, and customer care leaders. Connecting the Dots on the Omnichannel Customer Journey Everybody s talking about omnichannel these days. But what is omnichannel
www.pwc.com Next presentation starting soon Next Gen Customer Experience Enabled by & Oracle s Cloud CRM & CX Applications Agenda Introductions & Customer Experience / CX Defined Why CX is Critical Today?
An Oracle White Paper October 2010 Siebel Financial Services Customer Relationship Management for Banking Executive Overview Banks are in constant interaction with customers. A winning and proven strategy
DATA SHEET Smarter Commerce for Smarter Customers Today s customers are deciding when and where the buying process begins, when it ends, who will be part of it, what order it will follow and how all elements
Cognizant Healthcare Solution Overview Transform Customer Experience through Contact Center Modernization Improve customer experience and reduce costs with next-generation contact center services Health
CRM as a Service For Customers in the Cloud Customer Relationship Management Our mission: to help our customer identify, define, design and deliver the best CRM strategy, in terms of For our Customer with
COMM 391 Introduction to Management Information Systems Winter 2014 Term 1 IT S ROLE IN CUSTOMER RELATIONSHIP MANAGEMENT AND SUPPLY CHAIN MANAGEMENT Case 9.1 The Next Step in Customer Relationship Management
Seven ways to boost customer loyalty and profitability through an empowered contact center Is your bank using today s communications technology to its full potential? Table of Contents Differentiate the
white paper How to Choose the Best Web Content Management System for Customer Experience Management: A Guide for Both Marketers and Developers Table of Contents Choosing a Web CMS is about more than Content
3-02-70 INFORMATION MANAGEMENT: STRATEGY, SYSTEMS, AND TECHNOLOGIES CUSTOMER RELATIONSHIP MANAGEMENT Ken Liang and Houston H. Carr INSIDE Customer Relationship Management; Information Technology and CRM;
Transform Inbound Contacts Into Profits: Best Practices for Optimizing Lead Management. September 2012 OptifiNow September 2012 Transform Inbound Contacts Into Profits: Best Practices for Optimizing Lead
Manage Energy Customers Profitably: PeopleSoft CRM for Energy An Oracle White Paper May 2003 Managing Energy Customers Profitably: PeopleSoft Enterprise CRM for Energy Corporate and line-of-business leaders
BROCHURE CONTACT CENTER SOLUTIONS STRENGTHEN CUSTOMER RELATIONSHIPS WHILE PROTECTING THE BOTTOM LINE. Your contact center is the primary interface to your organization, for your most valuable asset your
Elevate Customer Experience and Engagement in the New Digital World John Chan CRM Solutions Lead, Microsoft Business Solutions Microsoft Asia Customer buying behavior has fundamentally changed therefore,
Chapter 4: Implementing the CRM Strategy Overview Topics discussed: Elements of a CRM System Customer Interphase / Touch Points CRM Applications Return on Investment (ROI) of CRM CRM Costs Why is ROI of
OVERVIEW MITEL Contact Center Solutions Strengthen Customer Relationships While Protecting the Bottom Line Your contact center is the primary interface to your organization, for your most valuable asset
Case Study for Information Management 資 訊 管 理 個 案 Achieving Operational Excellence and Customer Intimacy - Enterprise Application: Summit and SAP (Chap. 9) 1041CSIM4B09 TLMXB4B (M1824) Tue 3,4 (10:10-12:00)
Improve customer experience with your call center 1 Table of Contents Welcome to the Age of the Unloyal Customer Superior Service Is More Difficult Than It Looks Segmented customer touchpoints Who is responsible
Accenture Business Intelligence for Fashion and Luxury Creating a Differentiated Customer Experience for Long-term Brand Loyalty Fashion is inherently an ever-changing industry. Customer preferences fluctuate
Managing the Next Best Activity Decision James Taylor CEO, Decision Management Solutions Treating customers right, every time More information at: www.decisionmanagementsolutions.com No matter what the
Delivering service differentiation through customer experience CHASE RESPONSE MAY 2010 The marketplace Companies are facing an increasingly competitive landscape where the battle for market share and changing
Customer Relationship Management: Perspectives from the Market Place Simon Knox, Stan Maklan, Adrian Payne, Joe Peppard, Lynette Ryals Butterworth Heinemann 2003 ISBN:0750656778, 290 pages Theme of the
CUSTOMER RELATIONSHIP MANAGEMENT Concepts and technologies Third edition FRANCIS BUTTLE AND STAN MAKLAN Routledge R Taylor & Francis Group LONDON AND NEW YORK List offigures List oftables About the authors
REAL WORLD SCENARIOS Volume 1 Cases 1-4 DELIVERING EXCEPTIONAL CUSTOMER CARE WINNING THE HEARTS OF YOUR CUSTOMERS BUILDing THE FOUNDATION STREAMLINing SUPPORT CASES GAINing A COMPETITIVE ADVANTAGE knowing
Customer Relationship Management (CRM) Dr A. Albadvi Asst. Prof. Of IT Tarbiat Modarres University Information Technology Engineering Dept. Affiliate of Sharif University of Technology School of Management
Cloud CRM Scalable solutions for enterprise deployment Simplicity in a complex world Finding, attracting, winning and retaining customers is the lifeblood of every business. But building a scalable, integrated
Advanced Multichannel Order Management Solutions That Optimize Sales Performance Analytics that help you make accurate, informed decisions Scalable and Vendor-Neutral; work with any service provider Over
customer interaction solutions Contact Centres that Enhance Customer Engagement The opportunities for companies to gather and process information can influence reputation and brand, as well as drive sales.
SAP s Cloud Strategy: Run Better, Run Faster Rupert Kaufmann Global Vice President, SAP Cloud Consulting The Cloud is Here For Companies of All Sizes Forrester estimates global cloud computing market to
Customer Care for High Value Customers: Key Strategies Srinivasan S.T. and Krishnan K.C. Abstract Communication Service Providers (CSPs) have started investing in emerging technologies as a result of commoditization
OVERVIEW MITEL Contact Center Solutions Strengthen Customer Relationships While Protecting the Bottom Line Your contact center is the primary interface to your organization for your most valuable asset
GenOmega Achieving the Genesis and Omega Collaborative s GenOmega Digital White Paper Prepared by Dave Guertin GenOmega Partners Date 30 March 2001 Table of Contents Executive Summary...3 What are Collaborative
SATISFYING YOUR CUSTOMERS Best Practices and Technology that Anchors Your Business On Customer Loyalty Part 1 www.axisgp.com (305) 418 9440 INTRODUCTION Satisfied customers are the foundation of a healthy
mysap ERP mysap ERP HUMAN CAPITAL MANAGEMENT mysap ERP: YOUR INDUSTRY. YOUR BUSINESS. YOUR FUTURE. mysap ERP is the world s most complete solution to support the foundation of your business, enabling adaptive
Transforming Utility & Energy Sector with Dynamic CRM INDUSTRY OVERVIEW The changing global energy market and regulatory environment have focused a harsh spotlight on operational risks, health, safety,
#LeadToMoney Sales Management Association Webcast Lead to Money: Aligning Finance with Sales and Marketing Processes 13 February 2014 Presented by Copyright 2014 The Sales Management Association. About
Handbook of CRM: Achieving Excellence in Customer Management Adrian Payne Elsevier 2006 ISBN: 0750664371, 438 pages Theme of the Book This highly usable book: gives the reader a strong understanding of
SAS CUSTOMER INTELLIGENCE Solve more marketing challenges with a comprehensive enterprise solution Enable Smarter Decisions Throughout Your Marketing Process SAS analytics leads to deeper understanding
Call Centre Helper Skype and the Contact Centre 20 th March 2014 @ 1.00pm UK time Guillaume Calot, Strategic Business director EMEA, Genesys Great CX Requires Managing All Touch points & Channels Customer
SAP Thought Leadership SAP Customer Relationship Management Enhancing the Customer Experience with Loyalty Management Strengthen the Brand and Improve Customer Retention Executive Summary Satisfying Customers,
Business Dimensions, Vol. 2(4), 127-131, April 2015 (An International Journal of Research & Innovation), www.business-dimensions.org ISSN 2348-2737 (Print) ISSN 2348-2745 (Online) The Influence of Customer
Bridging the Gap: Why Revenue Management and Marketing Must Come Together Bridging the Gap: Why Revenue Management and Marketing Must Come Together Robert Cross called it a Marketing Renaissance 17 years
1098_5394-Contact_Centre_Solutions_newlook:Layout 1 1/11/10 10:53 AM Page 1 OVERVIEW MITEL Contact Center Solutions Strengthen Customer Relationships While Protecting the Bottom Line Your contact center
IBM Software Business Analytics Customer Analytics Achieving customer loyalty with customer analytics 2 Achieving customer loyalty with customer analytics Contents 2 Overview 3 Using satisfaction to drive
CUSTOMER RELATIONSHIP MANAGEMENT (CRM) CII Institute of Logistics Session map Session1 Session 2 Introduction The new focus on customer loyalty CRM and Business Intelligence CRM Marketing initiatives Session
Lecture 8 E-Commerce & CRM Building Relationships, Satisfaction, and Loyalty CRM Defined a combination of business process & technology that seeks to understand a company s customers from the perspective
Welcome to today s training on how to Effectively Sell SAP ERP! In this training, you will learn how SAP ERP addresses market trends and organizations business needs. 1 After completing this lesson, you
An excerpt from the 2013 Customer Experience Management Guide Delivering a Superior Customer Experience IT S IMPORTANT TO EMPOWER YOUR AGENTS TO DO THE RIGHT THING FOR THE CUSTOMER. THEY ARE, AFTER ALL,
perspective Customer Relationship Management Solutions for effective Customer & Dealer Management Abstract Large numbers of OEMs / auto manufacturers are looking for integrated ways to manage their customers.
A SAS White Paper: Implementing the Customer Relationship Management Foundation Analytical CRM Table of Contents Introduction.......................................................................... 1
ACS-1803 Introduction to Information Systems Instructor: David Tenjo Enterprise Information Systems Lecture Outline 6 1 Learning Objectives 1. Explain how organizations support business activities by using
Advisory services Technology The heart of your business* Advance your ability to win, keep and deepen relationships with your customers Customer Effectiveness *connectedthinking Are your customers satisfied?