ADMS 2511 Lecture Notes - Customer Relationship Management, Sales Force Management System, Data Warehouse

• School: York University
• Department: Administrative Studies
• Course: ADMS 2511
• Professor: Carl Lapp

Document Summary

*customer has extreme power due to the internet and world wide web and competitors are often a click away. Customer relationship management returns to personal marketing. Business markets to each customer individually rather than market to a mass group of people or a company. By targeting individuals you can use the information of each individual to create offers that customers are more likely to accept. Designed to achieve customer intimacy (customer focused and driven) Builds sustainable long term relationship with customers. Helps company acquire new customers, and build relationship with existing customers focus on repeating customers as they are the biggest form of revenue for a company. *getting a customer back after they have switched to competitors are more expensive than keeping them in the first place. Customer relationship management marketing, customer acquisition, support and resell, Segment: organizations will lose a certain percentage of customers (customer churn)