ITIS 2P91 Study Guide - Final Guide: Electronic Data Interchange, Vertical Integration, Online Analytical Processing

• School: Brock University
• Department: Information Technology Information Systems
• Course: ITIS 2P91
• Professor: Nigussie Mengesha

Document Summary

Chapter 9 customer relationship mgmt and supply chain mgmt. Builds sustainable long term customer relationships that create value for the company and the customer. Repeat customers are the largest generator of revenue, getting back a customer who has switched to a competitor is more expensive than keeping customer satisfied in the first place. Maximize number of high value repeat customers and minimize customer churn. Treat different customers differently because their needs differ. Customer touch points: various types of interactions (phone, direct mailing, physical interactions, email, websites) Collaborative crm systems: provide effective and efficient interactive communication with the customer throughout the entire organization. Support front office business process that directly interact with customers. Sales force automation: automatically records all of the components in a sales transaction process. Contact mgmt system: tracks all contacts that have been made with customer, purpose, follow up. Sales lead tracking system: lists potential customer or customers who have purchased related products.