ITM 100 Lecture Notes - Lecture 6: W. M. Keck Observatory, Caller Id, Customer Relationship Management

• School: Ryerson University
• Department: Information Technology Management
• Course: ITM 100
• Professor: Ron Babin

Document Summary

Customer relation management involves managing all aspects of a customer"s relationship with an organization: to increase customer loyalty, retention and an organizations profitability. Organizations begin to migrate from the traditional product focused organization toward customer driven organizations. Recognizing customers as experts not revenue generators. Crm is one of the most valuable assets a company can acquire. Catering to their customer benefits the organization. Crm allows an organization to gain insights into customers" shopping and buying behaviours. Customers contact an organization through various means: call centres, web access, email, faxes, direct sales. Single customer can access an organization multiple times through many different channels. Crm system tracks every communication between customer and the organization and provides access to crm data across different systems: accounting to order fulfillment. Understanding all customer communications allws the organization to communicate effectively with each customer: organization gains a detailed understanding of customer"s products and services, organization gains knowledge through cm system which can view all data.