Textbook Notes (280,000)
CA (170,000)
Ryerson (10,000)
ITM (900)
ITM 100 (100)
Chapter 6

ITM 100 Chapter Notes - Chapter 6: Interactive Voice Response, Management System, Supplier Relationship Management


Department
Information Technology Management
Course Code
ITM 100
Professor
Thomas Barbiero
Chapter
6

This preview shows half of the first page. to view the full 2 pages of the document.
Chapter 6:
1. Alliance partners: competitor organizations that co-operate with one
another since doing so allows them to compete more successfully with other
competitors
2. Analytical CRM: supports back-office operations and strategic analysis and
includes all systems that do not deal directly with the customers
3. Automatic call distribution: a phone switch routes inbound calls to
available agents
4. Call-scripting systems: access organizational databases that track similar
issues or questions and automatically generate the details for the CSR who
can then relay them to the customer
5. Campaign management systems: guide users through marketing
campaigns, performing such tasks as campaign definition, planning,
scheduling, segmentation, and success analysis
6. Contact centre (call centre): customer service representatives (CSRs)
answer customer inquiries and respond to problems through a number of
different customer touchpoints
7. Contact management CRM systems: maintains customer contact
information and identifies prospective customers for future sales
8. CRM analysis systems: help organizations segment their customers into
categories such as best and worst customers
9. CRM manager: a person in an organization who is held accountable and is
responsible for the continued successful rollout of CRM in the organization
10. CRM predicting systems: helps organizations make predictions regarding
customer behavior, such as which customers are at risk of leaving
11. CRM reporting systems: help organizations identify their customers
across other applications
12. Cross-selling: selling additional products or service to a customer
13. Dealers: agents who sell products or services on behalf of a company or
organization, particularly in the automobile industry
14. Employee relationship management (ERM): a management activity that
focuses on managing an organizations relationships with its employees
15. Interactive voice response (IVR): directs customers to use touch-tone
phones or keyboards to navigate or provide information
16. List generators: compile customer information from a variety of sources
and segment that information for different marketing campaigns
17. Operational CRM: supports traditional transactional processing for day-
to-day front-office operations or systems that deal directly with the
customers
18. Opportunity management CRM systems: target sales opportunities by
finding new customers or companies for future sales
19. Partner relationships management (PRM): focuses on keeping vendors
satisfied by managing alliance partner and reseller relationships that provide
customers with the optimal sales channel
find more resources at oneclass.com
find more resources at oneclass.com
You're Reading a Preview

Unlock to view full version