ITM 100 Lecture Notes - Lecture 9: Call Centre, Marketing Automation, Sales Force Management System

• School: Ryerson University
• Department: Information Technology Management
• Course: ITM 100
• Professor: Bob Hudyma

Document Summary

Analytical crm customer relationship management applications dealing with the analysis of customer data to provide information for improving business performance. Bullwhip effect distortion of information about the demand for a product as it passes from one entity to the next across the supply chain. Churn rate measurement of the number of customers who stop using or purchasing products or services from a company. Used as an indicator of the growth or decline of a firm"s customer base. Customer lifetime value (cltv) difference between revenues produced by a specific customer and the expenses for acquiring and servicing that customer minus the cost of promotional marketing over the lifetime of the customer relationship, expressed in today"s dollars. Demand planning determining how much product a business needs to make to satisfy all its customers" demands. Employee relationship management (erm) software dealing with employee issues that are closely related to crm, such as setting objectives, employee performance management, performance-based compensation, and employee training.