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[DOC File]Chapter 8: Enterprise Systems: From Supply Chain to ERP to CRM
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Customer relationship management (CRM) is a multifaceted process, mediated by a set of information technologies, that focuses on creating two-way exchanges with customers so that firms have an intimate knowledge of their needs, wants, and buying patterns. In this way, CRM helps companies understand, as well as anticipate, the needs of current and potential customers. [1] Functions that support ...
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[DOC File]CRM definition
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The case supports the theory by Girishankar (2000) that CRM is a holistic and complex strategy and also supports Light’s view that CRM involves business process change and IT integration, for ELMS this will take a considerable time to achieve. Finally the empirical study highlights the importance of targeting and delivery as argued by Newell (2000). Although the ELMS CRM system is weak in ...
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[DOCX File]BEST PRACTICES: CUSTOMER RELATIONSHIP MANAGEMENT
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Summary Developing a CRM strategy isn't an easy task. Complex organizational design, comprehensive technologies and ever-changing customer demands are just the beginning. The lessons learned are monumental but we know that the promises of customer driven CRM are worth the journey. Here's a simple framework for fourth-generation CRM:
developing a crm strategy

[DOC File]CRM
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Customer relationship management (CRM) is a business strategy that focuses every business activity a company does on its customer. CRM entails getting upper management support for implementing new strategies and technologies that allows the organization to get a single view of each customer and to better service the customer both now and in the future. Companies are interested in retaining ...
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CRM IS A STRATEGY NOT A TACTIC •
A CRM-strategy has to be aligned to the mission and purpose of the organization. It should communicate a consistent message about the company. But having a strong strategy that directly reflects your company’s mission and purpose is not the only important aspect in creating a CRM-strategy. When having different departments, it is essential to also align all departmental strategies with the ...
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[DOC File]Strategic Issues in Customer Relationship Management (CRM ...
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Customer relationship management (CRM) is an organizational strategy that is customer-focused and customer-driven. That is, organizations concentrate on satisfying customers by assessing their requirements for products and services, and then providing high-quality, responsive service. CRM is not a process or a technology per-se; rather, it is a way of thinking and acting in a customer-centric ...
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What is a crm strategy