ITM 100 Lecture Notes - Lecture 6: Sales Management, Sales Process Engineering, Institute For Operations Research And The Management Sciences

• School: Ryerson University
• Department: Information Technology Management
• Course: ITM 100
• Professor: Joseph Lee

Document Summary

Fairmont hotels and resorts- guest recongnition program (presidents club) Customer relationship management involves managing all aspects of a customer"s relationship with an organization to increase customer loyalty and retention and an organizations profitability. Strategy switching the intense competition in todays marketplace forces organizations to switch from sales focused strategies to customber focused strategies. Us crm to gain insights into customers shopping and buying behaviour. Buisness benefits crm is a business philophsy based on the premise that organizations that understand the need of indivuial customers are best positioned to achive sustainable competeive advantage in the future. A customer startgey starts with understanding who the compaies customers are. (rfm) recency frequency and monetary vaule. The monetary value of each customer purchase. Operational crm supports traditinonal transactional processing for day to day front office operations or systems that deal directly with the customers.