ITM 100 Lecture Notes - Lecture 6: Supplier Relationship Management, Sales Process Engineering, Call Centre

• School: Ryerson University
• Department: Information Technology Management
• Course: ITM 100
• Professor: Raymond Moss

Document Summary

Customer relationship management (crm) - managing all aspects of a customer"s relationship with an organization. Sales force automation (sfa)- is a system that automatically tracks all of the steps in the sales process. Fundamentals of crm: crm is a business strategy. It is a process and business goal enhanced by using information technologies. Implementing crm helps identify customers and design specific marketing campaigns: business benefits of crm. Rfm - recency- how recently a customer purchased items. Monetary value- how much a customer spends on each purchase. Value disciplines - crm is one strategy picture on slide online. Predicting- customer prediction: operational and analytical crm. Operational crm- supports front-office operations such as daily transactions. Analytical crm - supports back-operations and strategic analysis. Cross-selling- is selling additional products/services to a customer. Mc donald"s asking if u want apple pie with that order. Up-selling- is increasing the value of the sale. Mc donald"s ask if u want to supersize.