ADMS 2511 Chapter 9: Customer relationship management and Supply Chain management

• School: York University
• Department: Administrative Studies
• Course: ADMS 2511
• Professor: Peter Rumyee

Document Summary

Inevitably lose % of customers: goal is to maximize number of high value repeat customers while minimizing customer churn, concept of crm, treat customers differently, needs differ and value to company differ. Increase profit: 1% increase in satisfaction leads to 300% increase in market capitalization, distinguish between crm strategy & crm system, crm system. Initiate sale order: obtain info about transaction already made. Inbound telesales: provides the information help desk, assist customers concerning product/service/complaints, result, quality control checks, delivery of replacement parts, ne(cid:449) te(cid:272)h(cid:374)ologies e(cid:454)te(cid:374)d t(cid:396)aditio(cid:374)al cic"s fu(cid:374)(cid:272)tio(cid:374)alit(cid:455) Live chat: connect to representative, sales force automation, component of operational crm that records all components in sales transaction process. Includes contact management system: tracks all contacts made with customer, purpose of each contact, any follow up necessary, eliminates duplicate contacts and redundancy, reduces risk. Allow download product manuals: customers can view account balance or shipping status, customized products/services, mass customization, customers can configure their own products, ex.