ITM 100 Chapter 6: Chapter 6 - CRM.docx
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ITM 100 Full Course Notes
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Most competitors are only a mouse click away: crm provides insight into customers" shopping and buying behaviors, understanding the fundamentals of crm means understand the following: Must be embraced not only as a type of is, but also a strategy on an enterprise level. Crm is actually a process and business goal enhanced by using is. Example: a casino that tracks all of your moves you ever made at any of its casino"s. In the event you are losing a lot, the system will offer you free coupons or dinner that makes evening losing customers feel a little bit luckier . Crm is a business philosophy based on the premise that organizations that understand the needs of individual customers are best positioned to achieve sustainable competitive advantage in the future. Crm is not new to businesses, it is simply performing current business better.