ITM 102 Lecture Notes - Lecture 6: Sales Force Management System, Kaiser Permanente, Sales Process Engineering

• School: Ryerson University
• Department: Information Technology Management
• Course: ITM 102
• Professor: Ozgur Turetken

Document Summary

Identify best practices in implementing crm in organizations, including the tracking of common customer relationship management metrics. Provide better customer service: make call centres more efficient, cross-sell products more effectively, help sales staff close deals faster, discover new customers. Simplify marketing and sales processes: organizations can find their most valuable customers through rfm - recency, Frequency, and monetary value: how recently a customer purchased items, how frequently a customer purchases items, the monetary value of each customer purchase. 3: contact frequently, generate a trustworthy mailing list, follow up, three customer service operational crm technologies, contact centre (call centre, web-based self-service system, click-to-talk, call scripting system. Analytical crm digs deep into the company"s historical customer data to expose patterns of customer behaviour on which a company can capitalize. Employee relationship management (erm) is a management activity that focuses on managing an organization"s relationships with its employees.