ADMS 2511 Lecture Notes - Lecture 9: Vertical Integration, Virtual Private Network, Reverse Logistics

• School: York University
• Department: Administrative Studies
• Course: ADMS 2511
• Professor: Joshua Sera

Document Summary

Chapter 9 customer relaionship management (crm) -- a customer focused and customer-driven organizaional strategy organizaions concentrate on assessing customers" requirements for products and services and then providing high-quality, responsive service. Crm builds sustainable long-term customer relaionships that create value for the company as well as for the customer. Crm treats customers diferently because their needs and their value to the company may also difer disincion between crm strategy and crm systems: Crm systems are informaion systems designed to support an organizaion"s crm strategy; crm systems need to be employed in order to have the infrastructure to support customer relaionships all crm policies share two policies: Irst, the company must idenify the many types of customer touch points. Second, it needs to consolidate data about each customer. Customer touch points customer touch points -- numerous and diverse interacions that organizaions have with their customers tradiional ctps: telephone contact, direct mailings, and actual physical interacion. Modern ctps include e-mail, websites, smartphone communicaion.