MIS 3305 Chapter Notes - Chapter 11: Supplier Relationship Management, Opportunity Management, Customer Relationship Management

• School: Baylor University
• Department: Management Information Systems
• Course: MIS 3305
• Professor: Esserman

Document Summary

Analytical crm supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers. Three areas where businesses are identifying a need to build strong relationships: partner relationship management, employee relationship management, and supplier relationship management. Supplier relationship management focuses on keeping suppliers satisfied by evaluating and categorizing suppliers for different projects, which optimizes supplier selection. Marketing: list generator, campaign management, cross- selling, up-selling. Sales: sales management, content management, opportunity management. Customer service: contact center, web-based self-service, call scripting with a subset of crm applications available through a web browser. Partner relationship management focuses on keeping vendors satisfied by managing alliance partner and reseller relationships that provide customers with the optimal sales channel. Operational crm supports traditional transactional processing for day-to-day front-office operations or systems that deal directly with the customers. Three primary operational crm technologies for a sales department include opportunity management crm.