ITM 350 Lecture Notes - Lecture 9: Computer Telephony Integration, Business Process Reengineering, Sales Force Management System

• School: Ryerson University
• Department: Information Technology Management
• Course: ITM 350
• Professor: Franklyn Prescod

Document Summary

Crm: the use of tech. to establish, develop, maintain and opimize relaionships with customers. Markeing would develop beter campaigns by using customer data. Up-sell: encourage customers to purchase higher-priced products/services. Cross-sell: encourage customers to purchase complementary or addiional products/services. Customer service area ofers opportunity to sell while providing valuable customer service. Potenially turn a service-based interacion into a selling opportunity, and improve the organizaion"s customer relaionships. Crm requires integraion of customer data across the enterprise. The crm process can be described as Data capture: data is captured and stored within data warehouses and data marts. Data warehouse: central data repository used to organize, store, analyze, and report upon for decision- making purposes. Data mart: data repository dedicated to speciic user groups and is oten integrated into the data warehouse. Customer intelligence: the use of crm applicaions to explore data and idenify relevant customer info. Data analysis ideniies areas requiring change ex. cost-reducion iniiaives, products/service delivery.