EBTM 337 Chapter Notes - Chapter 8: Customer Relationship Management, Sales Force Management System, Automatic Call Distributor

• School: Towson University
• Department: e-Business and Technology Management
• Course: EBTM 337
• Professor: Projilia

Document Summary

Chapter 8: erp and crm relationship with an organization to increase customer loyalty and retention and an. Customer relationship management (crm)- )nvolves managing all aspects of a customer"s organization"s profitability (cid:523)i. e. charles schwab and kaiser(cid:524) Crm systems help organizations understand and manage their customers. Customers contact organizations multiple times through numerous channels. Each contact can be store in a different system or different database (i. e. a sales call and a billing call will be maintained in two different databases) The crm system tracks all of the different contacts through the various channels and collates the information into a central repository. This gives the organization a complete and total view of its customers, along with their purchases, questions, issues, and concerns, in one single place. Organizations can find their most valuable customers through (cid:498)rfm(cid:499)- recency, Frequency, and monetary value: how recently a customer purchased items, how frequently a customer purchased items, the monetary value of each customer purchase.