FM 262 Chapter Notes - Chapter 11: Equal Employment Opportunity Commission, Market Basket, Affinity Analysis

• School: FIT
• Department: Fashion Business Management
• Course: FM 262
• Professor: Jean Jacullo

Document Summary

Customer relationship management (crm): business of philosophy and a set of strategies, programs, and systems that focuses on identifying and building relationships with a retailer"s valued customers. Share of wallet: the percentage of the customer"s purchases made from the retailer. Repeat purchase behavior by four activities: collecting customer data, analyzing customer data and identifying target customers, developing crm through frequent shopper programs, implementing crm programs. Customer database contains: transactions, customer contacts, customer preference, descriptive info. Five steps to identifying in-store transactions: ask customers for identifying info, connect the internet and store purchasing data, offer frequent shopper programs, use biometrics to identify customers, rfid chips on merchandise. Loyalty programs: programs that identify and provide rewards to customers who patronize the retailer. Biometrics: measuring the human characteristics: person"s hand geometry, fingerprints, iris or invoice. Cookies: small files stored on a person"s computer that identify customers when they return to that website.