ITM 102 Chapter Notes - Chapter 6: Personalization, Upselling, Customer Relationship Management
Document Summary
Explain the difference between customer relationship management and customer relationship management systems. Crm as a business strategy: crm is a process and business goal enhanced by using info tech, helps org identify customers and design specific marketing campaigns tailored to each customer, allows an org to treat customers as individuals, gaining important insights into their buying preferences and behaviours, leading to increased sales, greater profitability, and higher rates of customer loyalty. Describe the business benefits of customer relationship management and how customer relationship management system can help achieve those benefits. Explain the differences between: operational and analytical customer relationship management, the operational crm used by marketing, sales, and customer service departments, and the various analytical crm systems used by organizations. Identify and explain best practices in implementing crm in organizations, including the tracking of common crm metrics by organizations: clearly communicate crm strategy.