ADMS 2511 Chapter 9: Chapter 9

• School: York University
• Department: Administrative Studies
• Course: ADMS 2511
• Professor: Ingrid Splettstoesser

Document Summary

Customer touch points: organizations must recognize the numerous and diverse interactions that they have with their customers customer touch points. Operational crm systems support front-office business processes which are directly interacting with the customers. The two major components of operational crm systems are: customer-facing applications, customer-touching applications. In customer facing crm applications, an organization"s sales, field service, and customer interaction centre representatives interact directly with customers: customer service and support. It is an interactive system that enables an organization to conduct communications related to sales, marketing and customer service activities through a mobile medium for the purpose of building and maintaining relationships with its customers. Open-source crm systems: the source code for open-source software is available at no cost, open-source crm systems are crm systems whose source code is available to developers and users. The structure and components of supply chains: upstream where sourcing or procurement from external suppliers occurs. Internal where packaging, assembly or manufacturing takes place.